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NowBench

Case study | Financial services, savings and investments

M&G: turning an ITOM proof of concept into production AIOps

NowBench helped turn a Discovery proof of concept into a production AIOps platform with a cleaner CMDB, unified monitoring and significantly reduced alert noise.

  • ITOM Visibility
  • CMDB
  • Data Manager
  • Discovery
  • Service Mapping
  • Event Management
  • AIOps
  • Service Operations Workspace

8.5m to 400k

CMDB records reduced using Data Manager.

78%

Reduction in alert volumes during a week long parallel run.

10

Monitoring sources integrated into ServiceNow, up from one.

The challenge

Monitoring was fragmented and manual across legacy and separate tools. Cloud events did not automatically create incidents in ServiceNow: only limited critical Azure alerts in Jira generated emails into an operations bridge, and there was no consistent out of hours process.

M&G needed cleaner CMDB data, wider cloud discovery, service context for alerts and one environment for alerts, incidents, changes, problems and approvals.

The journey

  1. Proof of concept

    Proved ITOM Visibility, CMDB and Service Operations capability in the cloud.

  2. Clean up

    Reduced CMDB noise and created custom patterns for Oracle Pluggable Databases.

  3. Service context

    Built four service maps for tier zero services.

  4. AIOps delivery

    Delivered ITOM Event Management into production.

Outcomes

  • CMDB reduced from 8.5 million configuration items to 400,000.
  • 80 percent reduction in orphan configuration items.
  • 2,200 fewer alerts during the parallel run, a 78 percent reduction.
  • 10 monitoring sources unified, compared with one in Jira.
  • 200 incidents removed by retiring a noisy NetApp feed.
  • Service Operations Workspace rolled out to all ITIL users.

What's next

Expanding Service Mapping, maturing Event Management, extending AIOps use cases and improving tagging governance and CMDB modelling to build further value through monitoring and automation.

Explore ServiceNow Event Management and AIOps

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