Building a Compliant, Accurate CMDB with ITOM at McArthur-Glen

05_McArthur-Glen_side-image 2

Challenges

  • No Central Infra Visibility: On-prem and cloud environments lacked unified oversight.
  • Manual CMDB Maintenance: Incomplete and outdated CIs impacted ITSM workflows.
  • Credential Security Risks: Admin account use in Discovery posed compliance concerns.
  • Missing Integrations: Key systems like Defender and Sentinel weren’t integrated with ServiceNow.

Solution Delivered

  • Secure Discovery: Used JEA roles to enable Discovery without admin credentials.
  • Automated CMDB: Configured IRE, CI classes, and connectors to maintain accurate data.
  • Integrated Data Sources: Connected Defender, Sentinel, Intune, Meraki, and Azure for auto-ingestion.
  • MID Server Deployment: Deployed MID servers to scan 250+ servers and 500+ VMs across cloud and on-prem.

Benefits & Outcomes

  • 90%+ CI Accuracy: Vast improvement in discovered and maintained infrastructure CIs.
  • Faster MTTR: Improved incident resolution through accurate CI linking.
  • Healthier CMDB: Significant gains in Completeness, Compliance, and Correctness KPIs.