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Large Energy Provider ServiceNow CMDB Assessment Case Study

Project Description

Industry: Electricity generation & distribution
Size: ~6k employees, ~$3.5 billion in annual revenue
Task: CMDB Assessment


ConfigureTek conducted the assessment of ServiceNow’s CMDB for an electricity generation & distribution company with over 6k employees and $3.5 billion in annual revenue in 3 weeks.
The project resulted with a new level of insight into the way the customer uses ServiceNow’s CMDB, specifically ways to automate operations and management of the CMDB and improve data quality. ConfigureTek also delivered a roadmap the customer can follow to bring their CMDB back in line with best practices, as well as recommendations for future improvements.

ConfigureTek’s Approach

• Review of industry recommended practices and ConfigureTek’s CMDB assessment methodology with the customer
• Conduct multiple interview workshop meetings with stakeholders, managers and users of the CMDB to understand issues and pain points at various levels throughout company
• Evaluate the CMDB, identifying issues that impact both the customer’s use cases and the value of the data
• Create and deliver a detailed presentation that enumerates both the issues and our recommended resolution to those issues


The customer had an implementation of ServiceNow that had begun very early in ServiceNow’s history, and over time their CMDB had become untrustworthy with many manual processes in place for updating and maintaining data.
The customer wanted to ensure they were following best practices going forward and wanted to be well-positioned to implement expanded automated functionality like discovery and service mapping.
The following project tasks were created to conduct a CMDB assessment:
• Conduct interview workshops with CMDB managers and end users to understand their interactions with the tool and their pain points
• Evaluate CMDB configuration and customizations against best practices, document major issues and formulate recommendations for remediation
• Produced a detailed assessment document on the issues and their solutions, as well as a road-map for them to follow to improve their maturity with the tool

•Customer has a new level of insight into the way they use the tool, specifically automated operations and management of the CMDB
• Customer has a roadmap that they can follow to bring their instance back in line with best practices, as well as recommendations for future improvements
• A detailed document that delivers a solid game plan that they can implement to improve trustworthiness and data quality of the CMDB

Why ConfigureTek

ConfigureTek is focused on helping customers achieve full benefit from the proper implementation of their Discovery, CMDB, Business Service Mapping, Asset and Service Management solutions. Our methodologies/best practices are developed so that our customers achieve maximum business value in the shortest time frames across these critical IT functions.
We have worked with hundreds of companies over the past 10 years and our abilities to work with solutions from multiple software vendors (ServiceNow, HPE, VMware, etc.) makes us unique in our ability to deliver on customer expectations. Contact the ConfigureTek experts to better understand how we can leverage our experience and knowledge to help assess your company’s CMDB today!

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