A large financial services company (hereafter referred to as “the client”) based in Germany was struggling with complex and fragmented IT operations. With over 15,000 employees worldwide, the company faced challenges managing its sprawling IT infrastructure, resulting in inefficiencies, increased downtime and difficulties with regulatory compliance. The client needed a robust solution to gain visibility into its IT operations, optimize its resources and minimize operational risks.
The challenge
Lack of visibility: The IT team was struggling to fully monitor the health and performance of their infrastructure, resulting in reactive problem solving rather than proactive management.
High operating costs: Due to inefficient use of resources and frequent breakdowns, the customer's operating costs were rising steadily.
Compliance risks: The inability to track changes in the IT environment made it difficult for the company to adhere to industry-specific regulations, which increased the risk of compliance violations.
Customer profile
Industry:
Financial services
Company size:
15,000+ employees
Location:
Germany
ServiceNow products:
ServiceNow ITOM, CMDB, Cloud Management, Event Management
Services provided:
ServiceNow ITOM Implementation, Managed Services
The solution from Moch.IT
Moch.IT, a leading ServiceNow consultancy(www.moch-it.com), was engaged to implement ServiceNow IT Operations Management (ITOM) to address these challenges. Moch.IT’s expertise ensured a seamless implementation and optimization of ServiceNow ITOM, focusing on the following key areas:
Key measures in the implementation
Service Mapping
Moch.IT implemented ServiceNow Service Mapping to provide the client with a comprehensive view of their IT infrastructure and services. This helped to identify dependencies and understand the impact of potential issues on the overall environment.
Event Management
The event management module was configured to detect and prioritize incidents before they impact the business. Moch.IT set up automated workflows to handle routine incidents and reduce the need for manual intervention.
Cloud management
Moch.IT integrated the client's cloud environments with ServiceNow ITOM, enabling centralized management and optimization of cloud resources. This integration helped the customer reduce costs by eliminating unused resources and optimizing cloud usage.
Automation and orchestration
Moch.IT introduced automation for routine tasks such as patch management, backups and incident handling. This significantly reduced manual errors and improved the efficiency of IT operations.
The results
- 30% reduction in IT operating costs: The implementation of ServiceNow ITOM enabled the customer to optimize its use of resources and reduce unnecessary expenditure, resulting in significant cost savings.
- 40% improvement in incident handling time: By introducing automated workflows and proactive monitoring, the customer was able to resolve incidents much faster, minimizing downtime and improving service reliability.
- Improved compliance and risk management: The accurate and up-to-date CMDB enabled the client to track changes and ensure compliance with industry regulations, reducing the risk of compliance penalties.
- Increased visibility and control: The customer received a comprehensive, real-time view of their IT operations, enabling them to make informed decisions and manage their environment more efficiently.
Before
- Manual configurations: Frequent misconfigurations in the provision of services through manual processes led to service outages.
- Disjointed monitoring tools: Lack of integration between network and server monitoring systems led to delayed incident detection.
- Limited visibility: Inability to correlate infrastructure issues with business services led to extended downtime.
Afterwards
- Automated deployments: ServiceNow ITOM automation reduced configuration errors and accelerated deployment by 40%.
- Standardized monitoring: Integrated monitoring tools enabled the early detection and proactive resolution of incidents.
- Comprehensive visibility: Real-time insights into the infrastructure through the integration of the CMDB reduced incident processing times by 30%.
Conclusion
Moch.IT’s expertise enabled the client to successfully transform their IT operations using ServiceNow ITOM. Moch.IT’s deep understanding of ServiceNow’s capabilities and strategic implementation approach enabled the client to achieve greater visibility, control and efficiency in its IT operations. The result was a significant reduction in operational costs, improved incident handling times and strengthened compliance management, underlining the power of ServiceNow ITOM in dealing with complex IT environments.
Are you ready to transform your IT operations with a centralized, automated and efficient management framework? Moch.IT’s expertise in ServiceNow ITOM can help you optimize your IT infrastructure, reduce costs and improve service.