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Large Energy Provider ServiceNow CMDB Case Study

ServiceNow CMDB Assessment for a Large Energy Provider

Client Profile

  • Industry: Electricity Generation & Distribution

  • Revenue: ~$3.5B annually

  • Employees: ~6,000

  • Objective: Assess and modernize ServiceNow CMDB foundation

Executive Overview

A major energy provider engaged ConfigureTek to assess the health, governance, and maturity of its ServiceNow CMDB. The organization had been using ServiceNow since its early adoption phase, and over time the CMDB had become increasingly manual, inconsistent, and difficult to trust.

Within three weeks, ConfigureTek delivered a comprehensive assessment and strategic roadmap to restore CMDB integrity, improve automation, and position the organization for Discovery and Service Mapping expansion.

The Challenge

  • Legacy CMDB implementation with significant customization

  • Manual data updates reducing trustworthiness

  • Inconsistent governance and data quality controls

  • Limited readiness for automated Discovery and Service Mapping

  • Need to realign to best practices without disrupting operations

The organization required clarity, prioritization, and a practical path forward.

ConfigureTek’s Approach

1. Stakeholder Workshops & Process Review

  • Conducted interviews with CMDB managers, stakeholders, and end users

  • Identified operational pain points and governance gaps

  • Evaluated how the CMDB supported (or hindered) business use cases

2. Technical Assessment & Best Practice Alignment

  • Reviewed CMDB configuration and customizations

  • Identified structural and data integrity issues

  • Benchmarked against industry and ServiceNow best practices

3. Strategic Roadmap Delivery

  • Delivered a detailed findings presentation

  • Prioritized remediation initiatives

  • Provided a phased roadmap to improve automation, governance, and data quality

Results

  • Clear insight into CMDB maturity and operational gaps

  • Actionable roadmap to restore data trust and governance discipline

  • Improved readiness for Discovery and Service Mapping

  • Structured plan to enhance automation and long-term CMDB health

Outcome

The energy provider transitioned from an aging, manual CMDB environment to a clearly defined modernization roadmap — enabling stronger data integrity, improved automation potential, and a sustainable foundation for future ServiceNow expansion.

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