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Case Study 01Microland · Enterprise Platforms
ServiceNow Platform Optimisation
An enterprise IT organisation needed to stabilise ITSM workflows, improve CMDB quality and accelerate adoption after a fragmented ServiceNow rollout.
ServiceNowITSMIntegration HubDelivery Governance
ITSMCMDBFlow DesignerIntegration HubNow Assist
12 weeks
Stabilisation window
3 modules
Priority workflows
1 owner
Delivery governance model
The challenge
Platform configuration had grown inconsistently across teams, creating adoption friction, unclear ownership and delayed service outcomes.
Our approach
- Mapped current-state workflows, integration debt and operating ownership.
- Prioritised ITSM and CMDB improvements with clear acceptance criteria.
- Established release cadence, documentation and knowledge transfer.
Results
- Core ITSM pathways were standardised for day-to-day operations.
- CMDB data quality improved enough to support reliable downstream automation.
- A single governance model kept backlog, release and support decisions aligned.
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