The First ServiceNow OTM Success Story

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Summary

This case study highlights a groundbreaking implementation of ServiceNow Operational Technology Management (OTM) for a leading energy provider. Tasked with centralizing their Operational Technology (OT) Asset Inventory and ensuring compliance with regulatory standards, GlideFast Consulting delivered a comprehensive solution. The team integrated Verve Asset Manager, automated discovery processes, and imported over 2,000 OT assets into a secure and compliant OT-CMDB. The project also included robust reporting capabilities, streamlined change management processes, and knowledge base creation for enhanced operational efficiency. This implementation not only ensured regulatory compliance but also positioned the client as a leader in utilizing ServiceNow OTM for modern asset management and operational excellence.

Challenges in Asset Management and Compliance

The organization faced challenges due to the lack of a centralized system for storing and managing their OT Asset Inventory and complying with regulatory standards such as Critical Infrastructure Protection (CIP) and Bulk Electric System (BES) requirements. This lack of centralized control made it difficult to track assets, ensure data integrity, and protect sensitive information related to OT and CIP assets. Furthermore, the organization needed to implement automated discovery processes and ensure that data from multiple sources, including OT asset managers and discovery tools, could be integrated into a single source of truth within ServiceNow.

The primary goal of the project was to:

Ensure compliance with BCSI standards for cloud storage and automated discovery.
Deploy ServiceNow Discovery for OT devices.
Integrate with external systems like Verve and OTAM to populate the ServiceNow CMDB.
Develop processes for new asset generation, bulk CI creation, and OT Normal Change management.
Provide users with the ability to view port functional groups related to CI’s in ServiceNow.

Crafting a Comprehensive Solution for Operational Efficiency

To address the organization's challenges, GlideFast implemented a comprehensive solution centered around ServiceNow's capabilities for managing OT assets, ensuring regulatory compliance, and automating key processes. The team began by setting up ServiceNow Discovery to automatically detect OT assets and map them to the CMDB, using MID Servers and defining IP ranges specific to OT devices. This was coupled with integrations from external systems like OTAM and Verve Asset Manager, which allowed for the seamless import of asset data into ServiceNow. The integration with OTAM involved a one-time import of OT asset data, while Verve's SG Connector facilitated the import of assets from specific sites. To ensure regulatory compliance, particularly with BCSI standards, the solution included the use of licensed products and necessary access controls to protect sensitive data.

Additionally, the team built a restricted knowledge base for OT users, containing articles and guides on functional groups and change management processes. The functional group data was imported via automated schedules, ensuring up-to-date information was always available in ServiceNow. Customized reports were developed to support audit requirements and provide real-time insights into the health of the CMDB, tracking asset completeness, staleness, and firmware versions. This end-to-end solution streamlined asset management, automated key workflows, and established a centralized platform for the organization to manage its OT assets in compliance with critical industry regulations.

Seamless Integration and Data Management

The implementation of ServiceNow's OT Asset Management solution delivered significant outcomes, driving both operational efficiency and regulatory compliance. Through the integration of OTAM, Verve Asset Manager, and ServiceNow Discovery, the organization successfully centralized its OT asset data, improving visibility and accuracy. Notable achievements included the addition of over 2,000 OT assets to the OT-CMDB, which were integrated from multiple data sources, including Verve from two key sites. This integration streamlined the management of OT assets and ensured that critical data was properly maintained within ServiceNow, facilitating smoother operations across the organization. Additionally, the implementation of automated discovery processes and scheduled imports resulted in more accurate asset tracking and a reduction in manual data entry.

Key metrics include:

Over 2,000 OT assets added to the OT-CMDB, incorporating data from OTAM and Verve.
Integration of 2,000 sites mapped to OT assets using the Manufacturing Process Manager Equipment Model.
Enhanced visibility into asset data, improving asset management and compliance tracking.

These results underscore the effectiveness of the solution in meeting the organization’s goals, laying the foundation for more efficient processes and better control over critical OT data moving forward.