Project Name
Achieved Unified IT Visibility and Proactive Operations with ServiceNow ITOM
The client is a large-scale retail enterprise operating over 1,000 physical store locations across multiple geographies, supported by eCommerce platforms, point-of-sale systems, kiosk devices, and a hybrid infrastructure spanning on-premises data centres and multi-cloud environments.
With a rapidly growing asset base and increasing dependency on digital infrastructure, where a POS failure in any store or an eCommerce outage during peak trading directly impacts revenue, the client needed to move from reactive IT operations to a proactive, intelligence-driven model.
Fragmented tooling, manual processes, and siloed cloud governance had made that transition impossible on the existing operational foundation. Ksolves was engaged to deliver the ITOM platform that would make it achievable.
Ten thousand configuration items in spreadsheets, thousands of undifferentiated daily alerts, and no way to know the downstream impact of any infrastructure failure without hours of manual investigation.
- No Single Source of Truth for 10,000+ Configuration Items: Configuration data was spread across spreadsheets and siloed tools, creating an inaccurate and constantly outdated view of the IT estate.
- Lack of Automated Discovery: Infrastructure changes required manual updates, making it impossible to maintain accurate asset visibility across 1,000+ store locations and expanding cloud environments.
- No Service Mapping or Dependency Visibility: Determining the business impact of infrastructure failures required hours of manual investigation, delaying incident response and resolution.
- Thousands of Alerts With No Prioritization: Operations teams faced overwhelming alert volumes with no noise reduction, correlation, or enrichment, leading to alert fatigue and missed critical issues.
- Multi-Cloud Visibility Gaps: AWS, Azure, and Google Cloud environments operated independently, with no unified governance, centralized discovery, or CMDB visibility.
- Manual Certificate Management: SSL/TLS and PKI certificates were tracked manually, increasing the risk of preventable outages caused by expired certificates.
- Limited Operational Visibility: Leadership lacked real-time dashboards and infrastructure performance insights, making it difficult to assess operational health, risk, and capacity.
Ksolves, an AI-first ServiceNow consulting services company, delivered a phased ServiceNow ITOM implementation across four core workstreams: CMDB Foundation, Discovery & Service Mapping, Cloud Discovery, and Event Management with AIOps. The objective was to create service-aware operations where infrastructure is automatically discovered, dependencies are mapped, and issues are identified and addressed before they impact the business.
- CMDB Foundation and Identification Engine: Configured identification and reconciliation rules to classify, deduplicate, and maintain a single source of truth for all discovered assets. Established reporting for asset inventory, relationships, and compliance tracking.
- Discovery and Infrastructure Visibility: Deployed MID Servers across seven data centers and configured discovery schedules, protocols, and scanning rules to provide automated visibility across the on-premises infrastructure estate.
- Service Mapping and Dependency Modeling: Implemented pattern-based and traffic-based service mapping for critical services, including eCommerce, POS, and database systems. Enhanced dependency visibility through continuous discovery and machine learning-driven relationship suggestions.
- Multi-Cloud Discovery and Governance: Enabled centralized discovery across AWS, Azure, and Google Cloud with automated account detection and event-driven updates, ensuring cloud resources are reflected in the CMDB within minutes of change.
- Cloud-Native Service Mapping: Leveraged tag-based discovery and classification to extend service dependency visibility to containerized and cloud-native workloads.
- Event Management and AIOps: Configured alert grouping, noise reduction, enrichment, and automated response workflows. Enabled log analytics and metric intelligence to detect anomalies and prioritize issues before they affect business services.
- Proactive Certificate Management: Implemented certificate inventory and automated expiry monitoring for SSL, TLS, and PKI certificates, eliminating manual tracking and reducing the risk of avoidable outages.
Technology Stack
| Category | Technology |
|---|---|
| Platform | ServiceNow ITOM |
| Discovery | ServiceNow Discovery + Mid Servers |
| Mapping | ServiceNow Service Mapping |
| Cloud | Multi-Cloud Discovery (AWS / Azure / GCP) |
| Operation | Event Management + AI Ops |
| Compliance | Certificate Inventory |
From spreadsheets, fragmented infrastructure visibility, and thousands of daily alerts to a fully automated, service-aware operations platform with real-time insight across stores, data centers, and cloud environments.
- Automated Discovery Across the Entire IT Estate: All infrastructure assets are now automatically discovered, classified, and maintained in the CMDB, eliminating manual tracking across 1,000+ locations and cloud environments.
- Impact Analysis Reduced From Hours to Seconds: Real-time service maps provide instant visibility into the business impact of infrastructure failures, significantly accelerating incident response and resolution.
- Alert Noise Dramatically Reduced: Alert grouping, suppression, and enrichment transformed thousands of daily alerts into a focused, high-priority event queue, reducing alert fatigue and improving operational efficiency.
- Proactive Operations Through Automation: Automated response rules trigger incidents and remediation workflows at the first sign of threshold breaches, helping prevent customer-facing disruptions.
- Unified Multi-Cloud Visibility and Governance: Centralized discovery across AWS, Azure, and Google Cloud eliminates cloud blind spots and ensures new resources are automatically tracked in the CMDB.
- Elimination of Certificate-Related Outages: Automated certificate inventory and expiry monitoring replaced manual processes, reducing the risk of avoidable service interruptions.
- Real-Time Operational Intelligence for Leadership: Dashboards provide continuous visibility into infrastructure health, SLA performance, cloud utilization, and operational risk, enabling faster and more informed decision-making.
Managing a large-scale retail IT environment without accurate asset visibility, service mapping, and intelligent event management creates operational blind spots that slow response and increase risk. Ksolves transformed IT operations with a ServiceNow ITOM foundation that automatically discovers assets, maps service dependencies, and prioritizes critical events before they impact the business. The result is a proactive, service-aware operations model with real-time visibility, faster incident response, reduced operational risk, and a scalable foundation for future AIOps and ITSM automation initiatives.
Is Your IT Estate Still Managed from Spreadsheets and Alert Queues? Let Ksolves ServiceNow Consulting Change That!
