Enhancing IT Operations at Atradius with Xcession

An
Screenshot 2025-03-17 at 14.11.13

Case Study:

Background

Atradius, a global leader in credit insurance and debt collection services, manages a vast IT estate comprising over 4,500 endpoint devices, 1,000 servers, and 400 supported applications across 160 offices worldwide. To maintain its competitive edge and operational efficiency, Atradius sought a unified solution to address fragmented data sources, operational inefficiencies, and security risks.

Challenges

Atradius IT Services (ITS) faced challenges in delivering comprehensive IT service management due to the absence of a centralised Configuration Management Database (CMDB). Key challenges included:

  1. Limited visibility across the IT estate, hampering security and operational decisions.
  2. Disjointed data sources leading to inefficiencies in managing devices and services.
  3. Difficulty in supporting cloud migrations and hybrid cloud architectures.

Solution by Xcession:

Xcession was engaged to design and implement an enterprise-grade CMDB using ServiceNow. The solution included:

CMDB Setup:

Integrated ServiceNow's CMDB to consolidate data and improve visibility.

Discovery Implementation:

Leveraged ServiceNow Discovery to automate inventory management and populate the CMDB.

Certificate License Management:

Implemented tools to manage TLS certificates, ensuring proactive renewals and avoiding costly service outages.

Operationalisation:

Designed operational processes, roles, and KPIs for sustainable CMDB management.

Screenshot 2025-03-23 at 14.06.59

Execution Highlights

Xcession employed the ServiceNow NowCreate methodology for structured delivery across five project phases: initiate, plan, execute, deliver, and close. Key activities included:

Discovery workshops to gather requirements.

Integration of existing tools (SCCM, Intune, SolarWinds) with ServiceNow CMDB.

Configuration of dashboards for SLA tracking and certificate monitoring.

Delivery of user training and operational guides for Atradius teams.

Screenshot 2025-03-22 at 18.48.05

Results

The implementation delivered significant operational benefits:

Enhanced Visibility:

The unified CMDB provided real-time insights into the IT landscape, enabling faster decision-making.

Improved Efficiency:

Automated workflows reduced mean time to resolution (MTTR) and improved first-time fix rates.

Risk Mitigation:

Proactive certificate management prevented outages and strengthened system security.

Scalability:

The solution supported Atradius’ cloud migration efforts and provided a foundation for future IT operations management.

Screenshot 2025-03-23 at 14.04.17

Conclusion

Through its partnership with Xcession, Atradius transformed its IT service delivery model, achieving a seamless, efficient, and secure operational framework. The successful implementation of the CMDB and associated tools not only enhanced Atradius’ internal processes but also positioned it to better serve its global customer base.

Key Takeaway

For organisations navigating complex IT landscapes, a well-implemented CMDB can be a cornerstone for operational excellence. Xcession’s tailored solutions and expertise in ServiceNow ensured that Atradius achieved tangible results aligned with its strategic goals.

Let’s Talk 

Is ServiceNow ITSM right for you?

ServiceNow is a powerful platform that helps IT leaders enhance service delivery, increase agility, and boost productivity through AI and automation. At Xcessionour people ensure you get the most from your ServiceNow investment, helping you get organisation-wide benefits across IT, HR, Finance, and Facilities. 

Xcession helps you make the most of ServiceNow. Let’s talk. 

Scroll to Top