CASE STUDY
IT/OT Visibility
Data Confidence & Reliability
The problem
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IT and OT assets were tracked in multiple disparate systems, with limited insight into what was connected to the network.
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Discovery was fragmented—firewall rules, credentials, and scan schedules were not aligned to give a complete picture of connected devices.
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Operations and IT teams could not rely on a single, current view of assets for incident response or planning.
The challenge
A global mining operation lacked consistent visibility of IT and OT assets across their network. Asset and incident data lived in separate tools, making it difficult to understand what was connected, where it sat, and how it related to operational risk.
The solution
We implemented ServiceNow Discovery to identify network-connected IT and OT assets and create accurate configuration items in the CMDB. This included tuning discovery—firewall rules, credentials, IP ranges, scan frequency—and defining classifications so assets were categorised into the right CI types for ongoing management.
The result
For the first time, the client had a consolidated, continuously updated view of network-connected IT and OT assets. Discovery runs on a defined schedule, feeding a governed CMDB that supports incident management, change planning, and broader asset management—not manual spreadsheets or one-off audits.