ServiceNow · Manufacturing
Global manufacturer unifies CMDB + workflow data 35% faster with ServiceNow
35% faster workflows · single enterprise service graph
At a glance
Key metrics
35%
faster service workflows
1 graph
across IT, OT, and facilities
2.5x
automation throughput
Challenge
The situation
IT, OT, and facilities ran disconnected service stacks. CMDB data conflicted across domains. Workflows crossed domains but data didn't.
Approach
How we delivered
- 01 Unified CMDB + workflow data on ServiceNow with a federated model.
- 02 Automated key cross-domain workflows (plant incident → IT dispatch → facilities).
- 03 Integrated with Datasphere and Fabric for cross-enterprise reporting.
Architecture
Solution architecture
ServiceNow as the service graph. Discovery across IT + OT + facilities. Integrations to SAP Datasphere, Microsoft Fabric, and Snowflake. Workflow automation via ServiceNow Flow Designer.
Architecture diagram placeholder
Data flow across source systems, platform, governance, and activation layers.
Outcomes
Measured results
- 35% faster service workflows.
- Single enterprise service graph across IT, OT, facilities.
- 2.5x automation throughput.
Technology
Tech stack
Service platform
- ServiceNow (ITSM, ITOM, HRSD)
Integrations
- SAP Datasphere
- Microsoft Fabric
- Snowflake
“Workflow now crosses domains the way our business actually does.”
Related
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