Case Study
A leading data engine provider elevates IT operations with Jade Global's strategic ServiceNow ITSM implementation
Download Case StudyIndustry: Data Engine for IT & Security
Key Technologies/Platforms: ServiceNow Platform, ServiceNow IT Service Management (ITSM), Configuration Management Database (CMDB), Asset Management, Integration Hub, Jamf, Okta, Okta Workflows, Slack, PagerDuty, Microsoft Intune, Guru KB, BambooHR, ZipIt, JIRA, Zapie
About the Client
The client is a leading data engine company focused on helping organizations gain control over their IT and security data. Their product suite enables companies to ingest, process, and route data from any source to any destination, optimizing data flows and reducing costs. With flexible and scalable data pipeline capabilities, they empower businesses to enhance observability, strengthen security operations, and make faster, data-driven decisions.
At a Glance
This initiative commenced as the client sought to enhance its IT operations following the adoption of the ServiceNow platform. The organization engaged Jade Global to configure and deploy the core ServiceNow platform and key ITSM capabilities, leveraging the product’s native functionalities while ensuring custom adaptations were available to ensure continuity in their IT Service delivery. The primary objectives were to streamline request management, establish a dependable CMDB and asset inventory, and integrate ServiceNow with multiple existing enterprise systems. Collectively, these efforts created a unified system of record and established a strong foundation to advance the company’s IT maturity.
Business Challenges and Requirements
The leading data engine provider sought to elevate its IT operations and maximize the value of its recent ServiceNow platform investment. The core objective was to move beyond their current processes and fully leverage ServiceNow's capabilities to support their upcoming ITSM maturity journey
The key requirements were to:
- Implement IT Service Management: Deploy core ITSM applications, leveraging both out-of-the-box (OOB) functionality as well as custom developed capabilities to create a tailored service management tool that ensures their unique business needs were available on Day 1.
- Streamline Request Fulfillment: Develop a systematic, efficient approach to tracking, managing, and fulfilling IT and business requests to enhance the overall employee experience.
- Create a Unified System of Record: Leverage the ServiceNow platform for CMDB, asset management, and help-desk operations. This included integrating with critical enterprise tools such as Jamf, Okta, Okta Workflows, Slack, PagerDuty, Intune, JIRA, Zappier, ZipIt, BambooHR, and Guru KB to centralize IT data and processes.
Our Approach and Solutions
Jade Global partnered with the data engine company to deliver a comprehensive ServiceNow implementation services using a hybrid-agile project execution methodology. Our approach focused on leveraging ServiceNow best practices while ensuring the solution was tailored to the company’s specific needs.
The solution delivered by Jade Global included:
- Core Platform Configuration: Set up and configured three ServiceNow instances (Dev, Test, Production), including company branding, email services, and LDAP integration for user data synchronization.
- ITSM Module Implementation:
- Incident Management: Configured incident categorization, prioritization matrix, and assignment rules to streamline resolution.
- Request Management: Developed up to twelve (12) catalog items within one (1) service catalog to systematize user requests.
- Change Management: Configured change workflows, a change approval workbench, and risk assessment to govern IT changes effectively.
- CMDB and Asset Inventory: Transferred existing data from Asset Panda and established a unified CMDB. We configured asset forms, stockrooms, and model management to create a single source of truth for IT assets.
- Enterprise Integrations: Utilized ServiceNow's Service Graph Connectors and Integration Hub spokes to connect with Microsoft Intune, JAMF, Okta, PagerDuty, Slack, Zapier, JIRA, and BambooHR. A custom API integration was also built for ZipIT for Contractor Onboarding & Offboarding.
- Employee Center Portal: Deployed and branded the Employee Center, providing a modern, user-friendly portal for employees to access IT services and information.
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