Client Overview

A Fortune 500 financial services organization with 50,000+ employees across 40 countries, managing a complex hybrid IT environment spanning 15 global data centers and three major cloud providers.

85%
Faster Incident Resolution
10K+
CIs Discovered
40%
Cost Reduction

The Challenge

The organization faced several critical challenges:

  • Limited Visibility: No centralized view of infrastructure across data centers and cloud environments
  • Manual Processes: IT teams spent 60% of time on manual discovery and documentation
  • Prolonged Outages: Average MTTR of 4 hours due to lack of dependency visibility
  • Change Failures: 35% change failure rate impacting business operations
  • Compliance Risks: Inability to demonstrate infrastructure compliance for regulatory audits

Critical Need: The organization needed comprehensive infrastructure visibility to support their digital transformation and regulatory compliance requirements.

Our Approach

Phase 1: Assessment & Design (4 weeks)

  • Conducted comprehensive ITOM maturity assessment
  • Identified critical business services for initial mapping
  • Designed CMDB structure aligned with CSDM
  • Created detailed implementation roadmap

Phase 2: Foundation Build (8 weeks)

  • Configured ServiceNow Discovery for all environments
  • Implemented automated reconciliation rules
  • Established CMDB governance framework
  • Set up credential management and security protocols

Phase 3: Service Mapping (12 weeks)

  • Deployed pattern-based discovery for 50+ application types
  • Developed custom patterns for proprietary applications
  • Mapped 200+ critical business services
  • Created dependency visualizations

Phase 4: Event Management Integration (6 weeks)

  • Integrated monitoring tools with ServiceNow
  • Configured automated event correlation
  • Implemented alert routing based on service maps
  • Set up automated incident creation

Solution Delivered

We implemented a comprehensive ITOM solution including:

  • Discovery: Automated discovery of 10,000+ CIs across 15 data centers and 3 cloud platforms
  • Service Mapping: Complete dependency maps for 200+ business services
  • Event Management: Centralized event monitoring and intelligent correlation
  • CMDB: Single source of truth with 98% accuracy
  • Dashboards: Real-time visibility for IT leadership and operations teams

"The aartiq team's expertise was instrumental in our success. They didn't just implement technology—they transformed how we manage IT operations."

— VP of IT Operations

Results Achieved

Operational Excellence

  • 85% reduction in mean time to resolution (MTTR from 4 hours to 36 minutes)
  • 70% decrease in duplicate incidents through intelligent correlation
  • 95% improvement in change success rate
  • 50% reduction in manual discovery effort

Business Impact

  • $2.4M annual cost savings from reduced downtime
  • 40% reduction in operational costs
  • 99.95% service availability for critical business services
  • 100% audit compliance for infrastructure documentation

Strategic Value

  • Foundation for AIOps and predictive analytics
  • Enabled cloud migration planning with complete dependency visibility
  • Improved capacity planning and resource optimization
  • Enhanced security posture through complete asset visibility

Technologies Implemented

ServiceNow ITOMDiscoveryService MappingEvent ManagementCMDBCloud ManagementIntegration Hub

Client Testimonial

"This project exceeded all expectations. We now have complete visibility into our global infrastructure, and our ability to prevent and resolve incidents has been transformed. The aartiq team's deep expertise and collaborative approach made all the difference."

— CIO, Global Financial Services

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