ABIT Puresoft’s goal was to reveal new insights into how the manufacturing customer uses ServiceNow, specifically operations and CMDB management.
INDUSTRY: Manufacturing
LOCATION: Globally
SIZE: 29,000 employees

Monitored all configuration items in their network effortlessly
Defined relationships & visualized all the asset dependencies
Gained full visibility into asset relationships
Improved operations by linking events to business impact
Through innovation, our customer is one of the largest semiconductors manufacturing providers, enabling a smarter, safer, and more sustainable future. The Dutch-origin business is pushing boundaries in the automotive, industrial & IoT, mobile, and communication infrastructure areas as the industry leader in secure connectivity solutions for embedded applications. The company employs roughly 29,000 individuals across more than 30 countries, and their revenue in 2022 is expected to be over $11.06 billion.
The effective implementation of technology and its underlying procedures is important to manufacturing success. Based on the ServiceNow CSDM architecture, the company wanted to improve its operations management system. The company’s goal is to lessen the threat of limited visibility or identification for fundamental Configuration Items, CSDM inaccuracy that jeopardizes fundamental ITSM activities, poor architecture alignment with the CSDM, and overall decreased efficiency and poorer productivity.
In terms of long-term planning, they believe that without a comprehensive data management framework in place, data and asset management, accountability, optimization, and maintainability will become even more challenging.
ABIT Puresoft is committed to assisting customers in getting the maximum benefits of their ServiceNow CSDM, Discovery, Business Service Mapping, Asset and Service Management processes. Our best practices are designed to provide our customers with the most business value in the shortest amount of time across these important IT tasks.
Given ABIT Puresoft’s expertise, our semiconductor customer required the adoption of the Common Service Data Model (CSDM) across the entire enterprise. However, at our team’s suggestion, the project began with the integration of a few fundamental Business Applications.
The implementation planning process began with aligning the CIs and services with our customer’s business strategy. Because ServiceNow’s CSDM is the backbone for service configuration and connects the CMDB from both a business and technical standpoint with recommended mappings and connections, ABIT Puresoft was able to explain the client’s purpose and requirements through the implementation strategy. Finally, the design of all connected processes was critical for demonstrating CSDM’s prospective capabilities.
In order to have a sustainable project, ABIT Puresoft and the internal IT teams of the customer collected SPM data, Business Service, Service offers, Service catalog, SLA, Support Group, and other relevant fields throughout the process discovery. Additionally, it was essential to comprehend the internal concept of ownership and accountability for Business Applications and Application Services. The workspace becomes clear after determining business criticality and enabling Service Portfolio Application.
Additionally, it was essential to comprehend the internal concept of ownership and accountability for Business Applications and Application Services. The workspace becomes clear after determining business criticality and enabling Service Portfolio Application.
The adoption of the ServiceNow CSDM had a number of important results that had an impact on how the business operates. The implementation produced a straightforward yet authoritative representation that clarified previously complex business procedures. The ServiceNow CSDM is designed to be easily understood for reference while also allowing for further in-depth drill downs as necessary. Having a single set of global definitions, product use documentation, and OOB tables has also led to uniformity.
As a result, powerful reporting and analytics are now a possibility. To maintain data integrity while integrating external data sources, it is important to use the recommended technologies. Additionally, shared data models across products will facilitate collaboration and promote foreshortened notions.
The semiconductor manufacturing company can now acknowledge the adoption of a unified data foundation as a crucial success element as it sets out on its road to modernize IT service management with ServiceNow. In addition to implementing a conventional CMDB, they also incorporate all the data needed for business, portfolio, and financial management requirements. The new Common Service Data Model (CSDM) was selected because it was comprehensive and worked well with the several application integrations (Splunk, SharePoint, CamLine RMS, CamLine MMS, SAP, and WPS).
ABIT Puresoft teamed with the capability of ServiceNow delivered tremendous value to our manufacturing customer that wanted to run IT as a business. When CSDM and the Now Platform were linked, they provided a standard design for automated and integrated IT services. Our customer may now realize full-value chain alignment, greater quality, transparency, better insights, automation, and lower costs with optimized supporting operations and completely integrated value streams.
CHALLENGE:
Even though the implementation was essential for our customers’ organizational success, challenges were noticeable as the project moved forward. First, because CSDM implementation requires having foundation data in place and existing foundation data was largely insufficient, our development team had to define RACI for each Application. In addition, as ITSM had already been established, we had to contribute to the enhancement of the platform and process upgrades to adopt CSDM. It was also challenging since there was a lack of business capabilities and organizational structure data.
Before, they weren’t operating with distinct business unit processes, and there was no established Asset Management. Due to this, a tailored Process has to be developed in order to facilitate the transfer without disrupting the operation of the entire company.
PROCESS:
CSDM, Performance Analytics, Cloud Discovery, Discovery, and integrations
SOLUTION:
Now that it has adopted a single data foundation, the semiconductor manufacturing company may perceive it as a critical success factor as it embarks on its journey to modernize IT service management using ServiceNow. They incorporate all the data required for business, portfolio, and financial management requirements in addition to building a traditional CMDB. It was decided to use the new Common Service Data Model (CSDM) since it was thorough and performed well with the various application integrations (Splunk, SharePoint, CamLine RMS, CamLine MMS, SAP, and WPS).