Challenges:
- Unified service dependency visibility to accelerate impact assessment
- Faster incident insights through reduced manual correlation
- Stronger change confidence via dependency-aware decision-making
- Proactive visibility into customer-facing service impact
To build a strong foundation for future business outcomes, the company initiated ServiceNow Service Mapping as a proof of concept to evaluate how end-to-end service visibility could strengthen service reliability, change confidence, and operational resilience at scale.
Solutions:
- Automated service topology discovery and synchronization using ServiceNow ITOM Service Mapping
- Unified business service dependency visibility for faster incident and change impact assessment
- Enabled interactive, out-of-the-box Service Map dashboards for shared service health visibility and collaboration
Benefits:
- Improved service reliability through end-to-end visibility into business service dependencies.
- Faster incident triage and root-cause identification, supporting reduced recovery times.
- Stronger change risk assessment, enabling safer changes and improved SLA adherence for critical services.
Customer
a global luxury fashion and accessories brand
Industry
Retail Apparel and Fashion
Location
US
Employees
10K+ employees
Products
Customer-facing digital services at enterprise scale
