Transforming IT with ServiceNow CMDB in State and Local Gov

3,000+

65,000

335,000

"GlideFast’s work with ServiceNow has streamlined our IT operations, improved data visibility, and set us up for future success."

Summary

A prominent state government client transitioned from a legacy, homegrown Configuration Management Database (CMDB) called NRC to ServiceNow’s comprehensive platform to streamline and modernize their IT infrastructure. With the help of GlideFast Consulting, the client successfully implemented ServiceNow CMDB and Discovery, replacing outdated NRC integrations and automating the management of over 335,000 Configuration Items (CIs). The project enabled real-time updates and greater system interoperability, saving time and resources while improving operational efficiency. Additionally, the client benefited from better data management and visibility, empowering their IT operations for future growth.

Overcoming Legacy System Limitations

The client’s primary challenge was migrating from their legacy NRC CMDB to ServiceNow’s comprehensive platform. The goal was to streamline and modernize their IT infrastructure, transitioning from a homegrown system to a more robust and scalable ServiceNow solution. The client sought our expertise in establishing a foundational ServiceNow CMDB, implementing ServiceNow Discovery for real-time data updates, and seamlessly integrating the NRC system into the new platform. Additionally, replacing the NRC-based integrations with ServiceNow’s native solutions was crucial to optimizing the overall system’s efficiency and ensuring long-term scalability. This project required careful planning to address the client’s operational needs while minimizing disruption.

Tailored Migration to ServiceNow CMDB

The main hurdle in this project was migrating the client’s custom-built NRC CMDB to ServiceNow’s more advanced platform. The legacy NRC system, housing critical configuration data and assets, had been integral to their operations, making the transition complex. Key challenges included:

Data Migration: Accurately transferring over 335,000 Configuration Items (CIs) from NRC to ServiceNow, ensuring data consistency and preventing information loss.
System Integration: Connecting ServiceNow with existing legacy systems to maintain ongoing business operations during the migration, with no disruptions to the client’s infrastructure.
Legacy Architecture: Adapting the client’s data model and configurations to ServiceNow’s platform, ensuring scalability and future-readiness.

To overcome these challenges, we employed a multi-step approach:

Customized CMDB Foundation: Designed a tailored ServiceNow CMDB architecture to accommodate the client's data, ensuring better data management and accessibility.
Seamless Data Integration: Developed protocols for real-time data synchronization between NRC and ServiceNow, ensuring that critical information was transferred without disruption.
ServiceNow Discovery Implementation: Automated asset and configuration identification, ensuring up-to-date, accurate records with minimal manual effort.
Server Automation: Created a custom server onboarding request to automate provisioning, reducing deployment time and increasing operational efficiency.

This approach ensured a smooth transition to ServiceNow while improving operational efficiency, scalability, and data accuracy, ultimately positioning the client for long-term IT management success.

Enhanced IT Management and Future-Readiness

The migration to ServiceNow CMDB was a resounding success, delivering substantial improvements in IT infrastructure management and setting the stage for future growth. Key milestones include:

Decommissioning of the custom NRC system, transitioning from a legacy solution to a more robust and scalable ServiceNow platform. This move optimized licensing and resource allocation, particularly as the NRC system was based on Oracle, resulting in cost savings and improved operational efficiency.

Quantitative results highlight the scope of success:

46 distinct application classes were identified during the Discovery process, including key applications such as:
- 42 Instant Actions
- 240 SQL servers
- 309 Oracle instances
- 3,413 IIS Virtual Directories
3,000+ server CIs were extracted, including:
- 174 ESX servers
- 652 Linux servers
- 2,460 Windows servers
65,000 CIs were seamlessly integrated from the NRC system into ServiceNow, consolidating the client’s configuration data into a centralized platform for enhanced oversight.
335,000 Configuration Items (CIs) are now housed in the ServiceNow CMDB, greatly enhancing data management and accessibility.

These achievements not only streamlined data management but also provided deeper insights into the IT environment, improving data accuracy, enhancing automation, and optimizing overall IT operations. This transformation has empowered the client for future growth and enhanced operational efficiency.