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Large Insurance Org ServiceNow Enterprise APM, CSDM & SAM Pro

ServiceNow APM & CMDB Modernization for a Major Insurance Enterprise

Client Profile

  • Industry: Insurance

  • Size: Large Enterprise

  • Duration: 4 Months

  • Objective: Migrate Orbus iServer to ServiceNow APM; ensure CSDM compliance; prepare for SAM Pro

Executive Overview

A leading insurance enterprise needed to migrate enterprise architecture data from Orbus iServer into ServiceNow Application Portfolio Management (APM). Success required strict CSDM compliance, accurate CMDB relationships, and the ability to report across Technical Reference Model (TRM) Levels 1–3 and internal organizational structures.

ConfigureTek delivered a structured data migration and dashboard strategy that strengthened the CMDB foundation and positioned the organization for future APM and SAM Pro maturity.

The Challenge

  • Migration of complex EA data from Orbus to ServiceNow

  • Strict CSDM alignment requirements

  • Need to report by TRM Levels and organizational hierarchy

  • Software models included in legacy data but SAM Pro not yet implemented

  • Requirement to preserve and enhance CI relationships across the portfolio

The organization required architectural precision and governance discipline to avoid compromising the CMDB during migration.

ConfigureTek’s Approach

1. CSDM-Compliant Data Migration

  • Developed scripted import sets to transform iServer data

  • Created CSDM-aligned Configuration Items and relationships

  • Built Business Capabilities, Business Applications, Application Services, and Software Models

2. Relationship & Governance Enablement

  • Implemented catalog items to manage post-conversion relationships

  • Ensured CMDB and APM structural integrity

3. Executive Reporting & Portfolio Visibility

  • Delivered dashboards for Enterprise Architecture and IT Operations

  • Enabled TRM-based portfolio analysis and organizational reporting

  • Improved cross-functional collaboration between EA and IT teams

Results

  • Successful Orbus-to-ServiceNow migration within timeline and budget

  • Fully CSDM-compliant CMDB and APM structure

  • Accurate relationships across business and application layers

  • Improved portfolio visibility for executive decision-making

  • Established foundation for APM rationalization and future SAM Pro implementation

Outcome

The insurance enterprise transitioned from fragmented architecture tooling to a unified, CSDM-aligned ServiceNow APM platform — enabling structured portfolio governance, improved decision intelligence, and a scalable path toward full SAM Pro adoption.

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