Case study | Grocery retail, commercial
Sainsbury's: delivering CSDM value without a big bang rebuild
NowBench delivered CSDM value across the services that mattered most using a phased and dual running approach that avoided an all or nothing rebuild.
- CSDM
- CMDB
- Digital Portfolio Management
- Incident Management
- Change Management
- Service modelling
6 weeks
From kickoff to the first critical service live on a CSDM baseline.
3
Critical services baselined.
Zero
Disruption to live incident and change processes.
The challenge
Years of ServiceNow customisation were limiting the value that could be achieved from the platform, and Sainsbury's recognised that its CMDB architecture and processes needed to modernise.
Previous approaches had presented modernisation as a large multi year programme. The organisation needed value early and could not accept the risk of a large big bang rebuild.
The journey
Start where it matters
Started with the critical services rather than the entire estate.
First service live
First critical service live on a CSDM baseline.
Dual running
Incident and change processes continued while legacy and CSDM models ran in parallel.
Three services live
Three critical services, Nectar, Groceries Online and Smart Shop, and Digital Portfolio Management were live.
Outcomes
- CSDM baseline delivered for the services that mattered most: Nectar, Groceries Online and Smart Shop.
- Incident and change processes continued without a big bang cutover.
- Digital Portfolio Management provided improved visibility in place of legacy dashboards and custom reporting.
- A repeatable pattern was created for wider CSDM adoption.
What's next
Enriching the CSDM data using New Relic monitoring signals, connecting monitoring signals to service context and building towards a stronger AIOps foundation.
Facing a similar CSDM challenge?
Book a discovery call and we will talk through how this approach would apply to your platform.