The Situation

• The AA IT Operations needed to improve their knowledge of IT assets to improve 1st line fault analysis and proactive systems monitoring to improve security and system down time

The Task

• Working with Senior IT Leaders and a 3rd Party to deliver new IT Operations capability on Service Now for improved 1st line fault diagnosis and automated IT asset discovery

Actions Critical To Succes

• Working across 4 work streams established an uplift in IT Operations use of Service Now and established good foundations for future change

The Result

• Implemented IT Operations process change to support new best is class IT asset database to improve 1st line fault triage
• Improved knowledge of the IT estate for Operations and Security by completing a first implementation of automated discovery of IT assets
• Integrated IT monitoring tools into Service Now for real time notification of faults and demonstrated their use via a visual dashboards