Measured outcomes
Production ServiceNow instance load down 31%
Long-window trend reporting (24-month) at sub-second query time
The firm wanted long-window operational analytics across all products (uptime, MTTR, change-failure correlation). ServiceNow ITOM had the data but wasn’t designed for the analytical workload pattern. Running heavy queries against the production instance hurt performance.
Streaming pipeline from ServiceNow → Snowflake (incident, change, problem, CMDB updates as events). Snowflake as the analytical store. ServiceNow Performance Analytics retained for operational dashboards; Snowflake handles the long-window + cross-product analytics. dbt for transformation; Tableau for executive dashboards.
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