ServiceNow Event Management Implementation

Customer: Large Insurance Provider

Industry: Insurance

Size: 15,000 – 20,000 Employees

Task: Migration from CA SOI to ServiceNow

Project Duration: 4 Months

ConfigureTek was responsible for implementation of ServiceNow’s event management module at a large US based insurance provider which included a migration of events and integration sources from CA’s SOI tool into ServiceNow’s event management solution.

What we did: 

• Transition from CA SOI to ServiceNow Event Management
• Integrating many different sources of information
  • SNMP Traps from 10 different event sources
  • Event traps from CA SOI Itself
  • Integrated traps from CA Application Performance Management
• Customized event management to enable timer based alerting
• Setup and configuration of stream based alerting
• Tailored/Configured SLAs for Business Services in regards to Event Management
• Configured Assignment rules lookups using OOTB and custom methods
• Configured the integration between Event Management and Incident Management
• Dashboards & Reports: Tailored dashboarding to client needs and helped setup service topology

Results:

• Reduced MTTR by utilizing the newly implemented automation and integrations
• Improved ability to perform impact analysis while utilizing the service topology
• Improved resolution efficiency as a result of the auto routing implementation
• Instant event source visibility into more than ten integraiton sources
• Instant utilization of pre-existing and future data residing within CA SOI