Case Study: Oak Ridge National Laboratory achieves rapid configuration visibility and improved IT efficiency with ServiceNow

New Discoveries in the Science of Service Management

Oak Ridge National Laboratory, a Tennessee-based government research lab with tens of thousands of systems and devices, struggled to manage a fragmented IT estate spread across 23 different configuration systems. Without a single authoritative CMDB or configuration map, tracking configuration items, making timely decisions, ensuring compliance and running reliable incident/problem/change processes was slow, error-prone and sometimes avoided by users.

The IT team built a consolidated CMDB by beginning with Microsoft System Center to discover an initial set of CIs, then deploying ServiceNow Discovery and CMDB with ServiceNow Professional Services to complete discovery across 700+ schedules and 900 VLANs—finishing the CMDB phase in under three months—and replacing legacy incident, problem and change tools with ServiceNow applications. As a result, ad hoc configuration queries that once took a day now take minutes, equipment accounting and compliance checks are faster and more accurate, SLAs and workflows have improved, and the ServiceNow platform is positioned to support many more enterprise services.

Oak Ridge National Laboratory

Brian Arlington

Group Leader for Service Management