Project Name
How a Global Manufacturer Unified IT and Plant Operations with ServiceNow ITOM
A leading global manufacturing enterprise with operations across North America, Europe, and Asia was struggling to manage a fragmented IT infrastructure and disconnected plant-floor operations. The company operated 15+ production facilities, warehouses, and distribution centers across three continents, each running independent monitoring stacks including Nagios, SolarWinds, and proprietary MES dashboards with no shared data layer or unified alerting model.
With increasing pressure to minimize production downtime, improve operational visibility, and modernize infrastructure management, the organization partnered with Ksolves, a leading ServiceNow partner, to implement an AI-driven operational visibility framework powered by ServiceNow and ServiceNow IT Operations Management.
The organization faced fragmented operations across IT and manufacturing environments, leading to limited visibility, delayed response times, and reduced operational efficiency.
- Disconnected IT and Plant Operations: The organization lacked a centralized operational monitoring platform. Manufacturing plants, IT infrastructure, cloud environments, and network systems were managed independently, resulting in limited visibility across the enterprise.
- Frequent Unplanned Downtime: Production delays caused by infrastructure failures, server outages, and network disruptions were impacting manufacturing schedules and operational efficiency.
- Reactive Incident Management: IT and operations were having 800+ daily alerts with no correlation or deduplication. MTTD averaged 4+ hours production impact underway before triage even began.
- Limited Infrastructure Visibility: The enterprise struggled to maintain accurate visibility into factory devices, servers, network dependencies, industrial IoT systems, and hybrid cloud environments.
- Slow Root Cause Analysis: When incidents occurred, No dependency map across SAP, Azure, on-prem network, and factory assets. RCA needed 3–4 teams , 2+ hours before the root cause was isolated.
Ksolves designed and implemented a centralized intelligent operations ecosystem using ServiceNow IT Operations Management to unify IT infrastructure monitoring and plant operations management across all manufacturing locations. The solution focused on creating a single operational command center capable of delivering real-time visibility, predictive intelligence, and automated incident workflows.
- Centralized Infrastructure Monitoring: Deployed ServiceNow Discovery with regional MID Servers across on-prem, Azure, AWS, and factory floor assets all mapped to CSDM. 2,000+ CIs onboarded within 6 weeks.
- Service Mapping for Manufacturing Dependencies: Using ServiceNow service mapping capabilities, Ksolves Configured top-down Service Mapping anchored to production-line business services SAP, Azure-hosted MES, and OT assets. Custom patterns built for factory floor components outside ServiceNow's standard library.
- AI-Driven Event Correlation and Predictive Monitoring: Ksolves configured Event Management with AIOps Alert Intelligence ingesting from SolarWinds, Azure Monitor, AWS CloudWatch, and IIoT feeds via MID Server. Correlation rules cut 800+ daily alerts to under 60 actionable incidents.
- Automated Incident Response Workflows: Flow Designer workflows for auto-incident creation, CI-based priority classification, and SLA-driven escalation via Teams. Production-critical incidents are routed to a Major Incident workflow with a 15-min breach SLA, bypassing standard triage.
- Unified Operations Dashboard: We developed executive and operations dashboards that provided real-time plant infrastructure visibility, downtime analytics, SLA tracking, infrastructure health monitoring, and predictive operational insights.
Technology Stack
| Core Platforms | Integrations |
|---|---|
| ServiceNow IT Operations Management | SAP ERP, Manufacturing execution systems (MES) |
| ServiceNow IT Service Management | Microsoft Azure, AWS Cloud Infrastructure |
| ServiceNow Now Platform | Industrial IoT sensors, Network monitoring systems |
Following implementation, the manufacturer achieved significant operational improvements across global facilities.
- 40% Reduction in Unplanned Downtime: Predictive monitoring and proactive incident response reduced production disruptions across manufacturing plants.
- 60% Faster Incident Resolution: Automated workflows and AI-driven event correlation accelerated issue identification and remediation.
- Enterprise-Wide Operational Visibility: The organization gained a centralized real-time view of infrastructure health across all global facilities.
- Improved Cross-Functional Collaboration: IT, operations, and plant teams were able to work from a unified operational framework.
- Reduced Operational Costs: Automation minimized manual monitoring efforts and optimized infrastructure management processes.
- Enhanced Decision-Making: Executive leadership gained access to real-time operational analytics and performance insights.
Modern manufacturing environments demand far more than traditional infrastructure monitoring. Global enterprises require intelligent operational ecosystems capable of connecting IT operations, plant systems, cloud environments, and industrial infrastructure into a unified operational framework. By implementing an AI-driven solution powered by ServiceNow, Ksolves helped this manufacturer transition from fragmented reactive operations to a centralized, predictive, and highly scalable operational model. The result was improved operational resilience, reduced downtime, enhanced visibility, and a future-ready manufacturing infrastructure capable of supporting global growth.
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