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They manage complex systems across multiple regions, handling network discovery, incident management, and event monitoring tasks. With a workforce of over 1,500 IT professionals, ADUSA processes hundreds of event alerts daily and maintains a vast CMDB.
Retail Locations Supported
IT Staff
Network Devices Managed
of Daily IT Incidents
ADUSA heavily relied on legacy ITOM tools for network discovery and asset management, with little integration between them. The Discovery schedules, crucial for network coverage, were managed manually, leading to inconsistencies and overlap. These schedules depended on outdated IP address management tools, resulting in delayed updates and inaccurate network mappings.
The CMDB, though central to asset management, suffered from incomplete data and lacked integration with discovery tools. This led to discrepancies between actual network assets and their representations in the CMDB. The absence of automated workflows and standardized processes exacerbated the challenges, hampering efficiency and scalability.
ADUSA managed a diverse IT infrastructure that required better integration with ServiceNow for improved operational efficiency. Their Azure Subscription was being discovered using EventHub events. However, adding new subscriptions to ServiceNow was a manual process, leading to gaps in their CMDB, which had recently been migrated to the CSDM 4.0 model. This migration disrupted asset management and Discovery processes, affecting the accuracy of their records.
Additionally, ADUSA faced challenges integrating event and credential management systems. CyberArk was used for Discovery, but the integration had performance issues. Event data from IBM Netcool and CA Spectrum wasn't fully integrated into ServiceNow and Datadog, leaving gaps in incident correlation. The Control-M system also lacked proper SNMP notification routing to ServiceNow for job failure tracking.
RapDev, a trusted partner with expertise in automating operational workflows, collaborated closely with ADUSA to understand their unique challenges and requirements. Leveraging their deep knowledge of ServiceNow and best practices in observability and automated remediation, RapDev proposed a comprehensive approach tailored to ADUSA’ specific needs.
The engagement began with a thorough assessment of ADUSA’ existing infrastructure, workflows, and pain points to identify opportunities for improvement. RapDev's team worked closely with ADUSA' stakeholders to define key objectives, establish success criteria, and develop a roadmap for optimizing ServiceNow ITOM.
RapDev leveraged ServiceNow’s Discovery capabilities by integrating it with Infoblox to automate IP range management across ADUSA’ extensive network. Before this, the Discovery team manually maintained hundreds of schedules, leading to inefficiencies and overlapping IP scans. With the Infoblox integration, new subnets were automatically ingested, matched to locations in ServiceNow, and added to the appropriate Discovery schedules without manual intervention.
RapDev also deployed an IP Overlaps dashboard that scanned all schedules, identifying redundant IP ranges across subnets and flagging these for remediation. This provided the Discovery admins with detailed reports, enabling them to optimize scanning by eliminating overlapping or obsolete schedules.
To automate the onboarding of network devices from new store locations into the CMDB, RapDev deployed the DiscoverNow API. This API automated the Discovery process by allowing store teams to submit device data through a custom catalog item, triggering immediate Discovery tasks. Previously, missing or untracked devices would delay the Discovery team’s awareness for weeks.
Now, devices are automatically discovered, tested for connectivity, and registered in the CMDB with minimal oversight. This increased data completeness and enabled the team to focus on more critical remediation tasks rather than chasing down missing data.
The IP Overlaps dashboard provided a technical solution to a previously unmanaged issue of overlapping IP subnets across multiple Discovery schedules. The tool identified duplicated subnets and flagged potential conflicts by scanning all schedules and analyzing each IP range. It allowed the admin to dive into a detailed results table that linked overlapping IP ranges directly to their respective schedules, providing a fast, actionable way to eliminate redundant Discovery scans. The solution optimized network resources and ensured each subnet was scanned only once, without unnecessary overlap.
RapDev engineered a standardized Event Management framework by consolidating the numerous custom event flows and rules previously in place. Before the solution, each new event source required custom scripting and days of setup work. RapDev simplified this by building a standardized, reusable flow that minimized the need for unique configurations. This reduced the time it took to onboard new event sources by upto 63% and significantly decreased the complexity of managing event rules. The single, unified Event Management flow enabled easier troubleshooting and quicker response times to incoming alerts.
The Major Incident Bot was developed to solve the bottleneck of slow team notifications during critical incidents. Before its implementation, paging teams could take up to an hour due to manual processes. RapDev introduced an automated system where a single action on the major incident form triggered SMS notifications to all relevant teams and individuals. This reduced notification time to under 2 minutes, accelerating incident response and improving overall resolution times for major incidents.
RapDev further optimized ADUSA’s Discovery process by automating the assignment of IP ranges to MID Servers using data ingested from Infoblox. This eliminated the manual task of assigning ranges to MID Servers, often leading to Discovery failures when the wrong MID Server was auto-selected. The solution automatically assigned new IP ranges to the correct MID Servers based on location and updated the assignments in real-time. This ensured that the Discovery process always used the correct infrastructure and reduced network scanning failures.
Partnering with RapDev allowed ADUSA to achieve key business outcomes, including timely Discovery coverage with minimal manual maintenance, simplified onboarding for new devices into the CMDB, and improved efficiency in Discovery schedule management. This collaboration enhanced asset visibility and accuracy in the CMDB, reduced operational costs linked to manual tasks, and mitigated risks of network disruptions from overlapping subnets, ultimately strengthening IT operations resilience and agility.
RBS is committed to enhancing its IT operations through advanced analytics, AI, and automation, optimizing network performance, and strengthening cybersecurity to improve efficiency across its retail network.
RBS plans to further leverage RapDev’s expertise to strengthen its ServiceNow capabilities, particularly in automating more IT processes and expanding its use beyond the ITOM suite and is well-positioned for future success, driving operational excellence and reducing downtime.
