Services
CMDB-CSDM
Industry
Footwear
Location
Denmark ( Headquarter)
Employees
20,000
About the Client
Our client is a large-scale enterprise with a sprawling IT ecosystem spread across multiple departments and business units. With increasing digital touchpoints and expanding infrastructure, they faced challenges in asset tracking, incident resolution, and governance. To overcome these hurdles, they partnered with Binmile to implement a robust ServiceNow CMDB CSDM solution.
Solutions Implemented
Centralized IT Asset Visibility with CMDB Implementation
To eliminate silos and bring unified visibility, we implemented a ServiceNow Configuration Management Database (CMDB). This enabled real-time tracking of all IT assets, configurations, and their interdependencies, serving as a single source of truth.
Impact:
- Faster identification of impacted systems during outages.
- Improved audit readiness and compliance.
- Optimized asset lifecycle management and cost control.
Automation of Asset Tracking Using Discovery Tools
Manual spreadsheets were replaced with automated discovery tools integrated with ServiceNow CMDB, ensuring accurate and real-time population of asset data.
Impact:
- Elimination of human error and redundant entries
- Faster provisioning and decommissioning of IT assets
- Enhanced planning through proactive capacity insights
Custom Call Form Optimization with Service Context
We revamped the call form by adding a dynamic Service field, mapping business services to their underlying infrastructure. This introduced critical service context to incident handling.
Impact:
- Improved escalation accuracy and speed
- Shorter resolution cycles
- Better prioritization using service dependency mapping
Impact Analysis for Incident & Change Management
With ServiceNow’s Service Mapping capabilities, we delivered a real-time dependency map between applications, servers, and infrastructure layers—empowering smarter decisions during incidents and changes.
Impact:
- Accelerated root cause analysis
- Reduced unplanned downtimes
- Increased success rate in change deployments
Real-Time System Status Transparency
To increase trust and reduce support load during outages, we implemented the ServiceNow Status Page and Outage Communication Portal.
Impact:
- Real-time incident communication to stakeholders
- Reduction in duplicate incident tickets and escalations
- Boost in stakeholder confidence and user experience
Establishing Ownership and Governance
We introduced a Service Owner and Application Owner model in the CMDB, backed by automated notifications for stale or unverified records.
Impact:
- Clear accountability for asset and service data.
- Improved governance and cost-efficiency in IT operations.
Key Outcomes :
Unified visibility of all IT assets
40% faster root cause identification during outages
55% improvement in CMDB data accuracy
60% reduction in manual effort for asset tracking
Greater agility in change and incident management
Interested in a similar transformation?
Let Binmile help you build a smarter, automated IT infrastructure with ServiceNow solutions tailored for enterprise growth.
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