Challenges
- Custom Service Offering Model: Heavily scripted legacy structures created maintenance risks and technical debt.
- No CSDM Alignment: Lack of standard relationships between services limited reporting, mapping, and platform capabilities.
- Poor Service Visibility: Stakeholders couldn’t effectively trace dependencies, slowing impact analysis and decision-making.
Solution Delivered
- OOB Service Offering Migration: Remediated custom dependencies and workflows to use ServiceNow’s standard model.
- CSDM 4.0 Implementation: Modeled services and relationships according to best practices for accurate service mapping.
- Automated Impact Mapping: Enabled upstream and downstream visibility using native CMDB and service mapping tools.
Benefits & Outcomes
- £105k FY25 Revenue: Generated £60k+ in value, leading to an annual Managed Service contract.
- 100% Migration Accuracy: Achieved with no broken links or scripts post-migration.
- 95% CSDM Compliance: Achieved broad alignment across applications and services.
- 40–50% Faster Impact Analysis: Enabled quicker assessments during incidents and changes.