Case Study: Major Food Retailing Company achieves accurate service mapping and reduced change risk with ServiceNow

Major Food Retailer Takes Control of Mission-Critical Business Services

A major East Coast food retailer with more than 1,200 stores and nearly 100,000 associates needed better visibility into its many mission-critical services as part of an IT Health and Readiness program. Until then, two architects had been manually creating service maps in Word over two years and updating them only every six months, leaving information inaccurate and making it hard to assess how planned IT changes would affect the business.

By adding ServiceWatch to its existing ServiceNow ITSM, the retailer automated service mapping—mapping four of 23 critical services in days—and gained continuously updated, accurate service maps. The result: lower change risk through clear impact analysis and owner approvals, faster incident resolution by drilling into maps to find root causes, improved communications, and stronger executive confidence in IT’s business value.