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ServiceNow Platform at a Large Medical Waste Management Organization

ServiceNow Platform Optimization for a National Medical Waste Management Organization

Client Profile

  • Industry: Medical Waste Management & Compliance

  • Size: Large Enterprise

  • Objective: Optimize ServiceNow ITSM, ITOM, and CMDB; implement Discovery; strengthen CSDM alignment

Executive Overview

A leading medical waste and compliance organization sought expert guidance to maximize the value of its ServiceNow investment. While ITSM and CMDB were in place, the platform was underutilized, and visibility into infrastructure and configuration data was limited.

ConfigureTek delivered a structured roadmap and rapid Discovery implementation to strengthen the CMDB foundation, improve asset visibility, and position the organization for scalable platform growth.

The Challenge

  • ITSM and CMDB deployed but not fully optimized

  • Limited visibility into infrastructure and network configurations

  • Inconsistent data model alignment impacting reporting

  • No structured roadmap for enterprise-wide Discovery

The organization needed prescriptive guidance to mature its platform without disrupting daily operations.

ConfigureTek’s Approach

1. Strategic Assessment & Roadmap

  • Conducted stakeholder workshops to assess CMDB and ITSM maturity

  • Delivered a Service Graph Preflight assessment with prioritized recommendations

  • Defined a phased “crawl, walk, run” transformation plan

2. Discovery & CMDB Enhancement

  • Implemented automated Discovery across U.S. data centers

  • Strengthened CI relationships and infrastructure visibility

  • Improved configuration governance and reporting accuracy

3. CSDM Alignment & Data Integrity

  • Deployed CLUE (CSDM Labeling & Usage Engine) to ensure proper class alignment

  • Established a scalable CMDB foundation to support future growth

Results

  • Discovery successfully implemented on time and within budget

  • Populated CMDB with improved CI accuracy and visibility

  • Enhanced understanding of infrastructure and asset landscape

  • Established foundation for global Discovery, integrations, APM, and SecOps expansion

Outcome

The organization moved from basic ServiceNow utilization to a strategically aligned, discovery-driven platform — enabling stronger governance, improved operational visibility, and a clear roadmap for continued enterprise modernization.

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