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Service Mapping for Data Center Migration

Data Center Migration, Discovery & Service Mapping Transformation for a National Retail & Pharmacy Chain

Client Profile

  • Industry: Retail / Grocery / Pharmacy

  • Size: Large Enterprise

  • Duration: 10 Months

  • Objective: Replace manually maintained CMDB with automated Discovery and Service Mapping

Executive Overview

A major retail grocery and pharmacy enterprise relied on a manually maintained CMDB that had become outdated and unreliable. Relationships between infrastructure and applications were inconsistent, making outage response and business impact analysis slow and inefficient.

ConfigureTek implemented ServiceNow Discovery and its proprietary Service Mapping factory methodology to establish a trusted, automated CMDB foundation — improving operational visibility and accelerating root cause analysis.

The Challenge

  • Manually populated CMDB with outdated and inaccurate data

  • Limited visibility into relationships between infrastructure and business services

  • Time-consuming maintenance of CI relationships

  • Difficulty correlating monitoring events to business impact

  • Increased outage resolution times due to unclear dependencies

The organization required scalable automation and structured service governance.

ConfigureTek’s Approach

1. Discovery & Infrastructure Visibility

  • Implemented ServiceNow Discovery across two large data centers and private cloud

  • Remediated credentials and access gaps impacting discovery accuracy

  • Established automated CI population and relationship management

2. Service Mapping Factory Deployment

  • Deployed structured Service Mapping lifecycle framework

  • Built and validated business service maps for critical applications

  • Captured formal SME sign-off within ServiceNow

3. Operationalization & Event Integration

  • Integrated service maps with monitoring and event management

  • Delivered dependency reports for infrastructure and service impact

  • Enabled maps to be leveraged across the ServiceNow platform

Results

  • Automated visibility into physical and virtual infrastructure

  • Clear mapping of servers to the business services they support

  • Faster root cause analysis through correlated service impact

  • Reduced outage downtime and operational noise

  • Established scalable foundation for asset and service management maturity

Outcome

The retail enterprise transitioned from a manually maintained, untrusted CMDB to a discovery-driven, service-aware platform — enabling improved operational efficiency, faster outage resolution, and stronger business service visibility across its nationwide footprint.

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