The snapshot
1
Menzis faced a configuration management challenge, ensuring all infrastructure changes were traceable.
2
ServiceNow platform supports the next-level configuration management process. It continuously monitors the infrastructure for changes using smart workflows and dashboards.
3
A ‘Configuration Exception’ process detects unauthorised changes, improving change documentation and CMDB accuracy.
About the client
Menzis provides individual and collective health insurance, as well as services such as healthcare advice. With over 2 million insured individuals, Menzis is committed to delivering high-quality healthcare services every day.
The Challenge
Menzis operates a complex IT landscape with a large user base. The infrastructure is subject to constant change, improvements, and disruptions. Menzis must comply with various information security and process management requirements. The challenge Menzis faces in configuration management is ensuring all infrastructure changes are traceable. Who is responsible for the change? When was it implemented? Was it implemented correctly? Menzis sought a solution to bring more transparency to this process.
“Who is responsible for the change? When was it implemented? Was it implemented correctly? Menzis needs to be able to see this at all times.”
The Method & the Solution
Eraneos, now part of Devoteam, advised using the ServiceNow platform to support the next-level configuration management process. The first step was to automate populating the CMDB with all existing IT components and recording all changes in a Change according to ITIL best practices.
The ServiceNow platform continuously monitors the infrastructure for changes using smart workflows and dashboards. When a change occurs, the platform checks if it has been appropriately registered and is ‘known’ within the designated process. If not, there could be a compliance issue, and a notification is automatically sent to the Configuration Manager. Menzis calls this the ‘Configuration Exception’ process.
The better change
Automated unauthorised change detection, leading to increased process control.
Improved change documentation and adherence to intended processes.
Accurate CMDB maintained as a reliable ‘Single Source of Truth’.
By implementing the ‘Configuration Exception’ process, Menzis can now identify all unauthorised changes within the organisation. This provides control and insight into where processes need further optimisation. The configuration manager is notified as soon as an unregistered change occurs and can take action to improve the process. As a result, changes are increasingly well-documented, ensuring the intended process is consistently followed, and fewer errors occur. This also keeps the CMDB accurate and a reliable ‘Single Source of Truth’. Menzis has elevated its configuration management process to a higher level, ensuring all infrastructure changes are managed effectively.
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