Case Study: Coventry University achieves faster incident resolution and ServiceNow dependency visibility with Device42

Coventry University - Customer Case Study

Coventry University, a large public research university in the UK, uses Device42 to discover and map its extensive IT estate while much of its support staff operate in ServiceNow. Because Coventry enforces a least‑privilege access model, support teams couldn’t access the detailed dependency and application mapping in Device42, creating a gap in troubleshooting and ticket resolution for staff who work exclusively in ServiceNow.

Coventry built a custom Device42–ServiceNow integration that extends the out‑of‑the‑box sync with saved DOQL queries and ServiceNow transforms to push inventory, application components, dependency relationships, clusters and storage mappings into the CMDB. The result: ServiceNow users get native visualizations and dependency data, can attach accurate CIs to tickets, resolve incidents faster, reduce manual documentation effort, and retain least‑privilege security — delivering clear operational efficiency and ROI.

Coventry University