ITOMClient result
Global financial services: ITOM transformation
A Fortune 500 institution moved from blind spots to full visibility, cutting incident resolution time by 85% and operating costs by 40%.
The client
A Fortune 500 financial services organization: 50,000+ employees across 40 countries, a hybrid estate spanning 15 global data centers and three major cloud providers.
85%Faster resolution
10K+CIs discovered
40%Cost reduction
The challenge
- ▸Limited visibility: no centralized view across data centers and clouds
- ▸Manual effort: teams spent 60% of their time on discovery and documentation by hand
- ▸Long outages: MTTR averaged 4 hours because dependencies were invisible
- ▸Failed changes: a 35% change failure rate kept disrupting the business
- ▸Audit exposure: infrastructure compliance could not be demonstrated to regulators
Why it mattered
Digital transformation and regulatory compliance both depended on knowing, precisely, what was running where.
How we ran it
Phase 1: assessment and design, 4 weeks
- ▸ITOM maturity assessment
- ▸Critical business services selected for first mapping
- ▸CMDB structure designed against CSDM
- ▸Implementation roadmap agreed
Phase 2: foundation build, 8 weeks
- ▸ServiceNow Discovery configured for every environment
- ▸Automated reconciliation rules
- ▸CMDB governance framework
- ▸Credential management and security protocols
Phase 3: service mapping, 12 weeks
- ▸Pattern-based discovery for 50+ application types
- ▸Custom patterns for proprietary applications
- ▸200+ critical business services mapped
- ▸Dependency visualizations for operations teams
Phase 4: event management, 6 weeks
- ▸Monitoring tools integrated with ServiceNow
- ▸Automated event correlation
- ▸Alert routing driven by service maps
- ▸Automated incident creation
What we delivered
- ▸Discovery: 10,000+ CIs discovered automatically across 15 data centers and 3 clouds
- ▸Service mapping: complete dependency maps for 200+ business services
- ▸Event management: centralized monitoring with intelligent correlation
- ▸CMDB: a single source of truth at 98% accuracy
- ▸Dashboards: live visibility for leadership and operations
“”
The aartiq team’s expertise was instrumental. Beyond the tooling, they changed how we run IT operations.
Results
Operations
- ▸MTTR down 85%, from 4 hours to 36 minutes
- ▸70% fewer duplicate incidents through correlation
- ▸Change success rate up 95%
- ▸Manual discovery effort halved
Business
- ▸$2.4M annual savings from reduced downtime
- ▸40% lower operational costs
- ▸99.95% availability on critical services
- ▸100% audit compliance on infrastructure documentation
Strategic
- ▸A working foundation for AIOps and predictive analytics
- ▸Cloud migration planning with full dependency visibility
- ▸Sharper capacity planning
- ▸Stronger security posture through complete asset visibility
Stack
ServiceNow ITOMDiscoveryService MappingEvent ManagementCMDBCloud ManagementIntegration Hub
“”
We now have complete visibility into our global infrastructure, and our ability to prevent and resolve incidents has changed beyond recognition.
Get this level of visibility
We build ITOM practices that hold up under audit and under pressure.
Talk to the team