The airline was an early adopter of ServiceNow in 2012. Several years later, the ServiceNow deployment supported almost 20,000 servers, and 800 software applications. Incremental errors accumulated in the CMDB over time, which eventually morphed into a high-profile issue, in addition to which users were experiencing significant CMDB related performance issues, found the system difficult to use (poor User Experience), and didn't trust the data. In 2017, AJUVO was brought in to assist.
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Project DescriptionThe airlines ServiceNow CMDB had sprawled to four million CIs spanning over 150 classes. Query response times could take as long as 30 seconds. System users were very obviously frustrated. In short order, AJUVO rationalized the CMDB Model, reducing inaccurate and unnecessary CIs from an overwhelming 4M to a more palatable 100K CIs available to end-users and similarly Classes available to users were reduced from 150 to 51. The overall reduction in noise and clutter, and improvement in system performance had a significant positive outcome in terms of end user experience.
We also made significant improvements to ServiceNow Discovery, and Health Dashboard capabilities, as well as updating and streamlining manual and automated governance metrics and procedures. The airline conducted a formal Internal Audit Process while the project was in-flight, at which time all work (completed and in-progress) passed with flying colors.
In 2022, AJUVO was re-engaged to help correct “drift” that had occurred during the COVID-19 pandemic and associated slowdown. Without sufficient personnel and support structure, the airline skeletal staff had their hands full simply keeping the lights on. A 2022 Internal Audit noticed the CMDB drift that had occurred and raised a number of findings as a result. Within the last three quarters of 2022, AJUVO had remedied the drift in addition to championing a successful Discovery upgrade all of which culminated in the CMDB obtaining a passing grade from Internal Audit.
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Tools Employed |
See how we’ve helped a global engineering company improve adoption of their ITSM processes and improve CMDB data confidence through our unique Discovery tuning.
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See how we’ve helped leverage APM to build a complete technology stack view of key business apps to reduce change-induced outages and sunset unused applications.
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