Enhancing IT Operations at Atradius with Xcession
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:
- Limited visibility across the IT estate, hampering security and operational decisions.
- Disjointed data sources leading to inefficiencies in managing devices and services.
- 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:
Integrated ServiceNow's CMDB to consolidate data and improve visibility.
Leveraged ServiceNow Discovery to automate inventory management and populate the CMDB.
Implemented tools to manage TLS certificates, ensuring proactive renewals and avoiding costly service outages.
Designed operational processes, roles, and KPIs for sustainable CMDB management.
Execution Highlights
Xcession employed the ServiceNow NowCreate methodology for structured delivery across five project phases: initiate, plan, execute, deliver, and close. Key activities included:
Results
The implementation delivered significant operational benefits:
The unified CMDB provided real-time insights into the IT landscape, enabling faster decision-making.
Automated workflows reduced mean time to resolution (MTTR) and improved first-time fix rates.
Proactive certificate management prevented outages and strengthened system security.
The solution supported Atradius’ cloud migration efforts and provided a foundation for future IT operations management.
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
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