Module / Topic: ITOM

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Healthcare Network: Clinical-Systems Availability via ServiceNow ITOM
A healthcare network deployed ITOM with discovery, service mapping, and event correlation on clinical systems. EHR availability sustained at 99.99% across cutover and upgrades.
Specialty Retailer: ITOM Across 800 Stores + 3 Distribution Centres
A specialty retailer rolled out ServiceNow ITOM across 800 stores and 3 DCs, gaining real-time visibility into POS, network, and inventory-system health.
Energy Major: ITOM Bridging IT + Operational Technology
An integrated energy major deployed ITOM bridging IT systems and operational technology (SCADA, historians) for unified visibility — without violating Purdue model boundaries.
Tier-1 Bank: ITOM + AIOps Catches 92% of Incidents Proactively
A tier-1 bank deployed ServiceNow ITOM with AIOps event correlation across 200+ services. Result: 92% of incidents caught before users notice, MTTR reduced 65%.
Industry 4.0 with Mergen: 99.5% Uptime Across 5 Plants for a Global Manufacturer
320% Y1 ROI on Mergen’s ITOM rollout for a $4B industrial manufacturer — predictive maintenance, MES integration, and a unified OEE dashboard live in 14 weeks.
Why Engineering-First Beats Consulting-First in ServiceNow Delivery
A short manifesto on why working software in steering committees beats 200-slide decks — and why senior architects should be on the keyboard.