This case at a glance
| Client | Major heavy industry manufacturer |
|---|---|
| Challenge | Patch application could not be tracked and was checked case by case on Teams |
| What we did | PC data loaded into the CMDB three times a day, with a check for the latest version |
| Products | ServiceNow (CMDB) |
| Results | Patch rates by department and OS shown on a dashboard |
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About the client
• Industry: Major heavy industry manufacturer
• Company overview: A diversified engineering manufacturer with businesses in ships, railway vehicles, aircraft, motorcycles, gas turbines, gas engines, industrial plants, hydraulic equipment, robots, and more. -
Challenges
• Hard to track patch application
OS security patches were distributed, but whether they were applied could not be tracked, and each case was handled individually on Teams.
• Little visibility of update status
Update status by department and OS was hard to see, which made it difficult to decide priorities.
• Telling versions apart after CMDB integration
Even when PC information was loaded into the CMDB, it was hard to tell whether each PC had the latest version, which limited understanding of patch application rates. -
Solution
• Efficient project progress
The head office and the group's IT subsidiary were running a ServiceNow project together and aimed to widen the functions and areas where ServiceNow is used and get the most value from it.
Toward that goal, we worked carefully with both companies to align on the details and supported further efficiency.
• Registering PC information in the CMDB through external integration
We used an external integration tool to bring employee PC information (IP address, OS, version, user information, and more) into the ServiceNow CMDB.
Note: Instead of the ITOM Discovery MID Server, we used a flexible external integration.
• Visualizing application rates by judging the latest version
We set the latest version information in the CMDB, making it possible not only to identify each user's version but also to judge whether it is the latest, and made application rates visible.
• Regular data collection for consistency
Collecting information three times a day keeps data consistent and provides a reliable environment for analysis. -
Results
• Efficient project progress
As the head office and the IT subsidiary advanced their use of ServiceNow together, we drew fully on our experience and results and carefully confirmed the details with both companies, helping them achieve what they wanted quickly.
• Understanding operations through visible application rates
Application rates by department and by OS are shown on a dashboard, giving an accurate picture of current operations.
• Faster action on gaps
Departments and operating systems with missing patches can be identified, so responses can be prioritized efficiently.
• Less checking work
Checking each case on Teams is no longer needed, greatly reducing the operational workload.
• Smoother information sharing
Visual management with dashboards has made information sharing between management and the IT department smoother.
