Case Study: Leading Global Company achieves rapid, automated service modeling and improved service availability with ServiceNow ServiceWatch

Implementing a Service-Aware Approach to IT Management using ServiceWatch

A global company with 22,000+ employees and a broad BSS/OSS portfolio struggled with fragmented, domain-specific monitoring that prevented a clear view of business service availability. Manual service modeling took 2–3 weeks per service and was costly and error-prone, leaving change advisory boards unable to assess impact, extending recovery times, and putting IT SLAs at risk across 100+ critical services.

The company implemented ServiceNow ServiceWatch to adopt a service-aware IT management approach; automated discovery mapped all 100 key services in hours (about 20× faster), yielding $950,000 in savings and near real-time, automatically updated service models. ServiceWatch’s dashboards correlate infrastructure events to business impact, accelerate time-to-value, improve change visibility, and enable IT to manage services rather than individual servers.