From overloaded infrastructure to compliance failures and fragmented visibility, enterprises today are navigating operational landmines across every industry.
In BFSI, over 60% of downtime is linked to poor asset visibility within the data center. Healthcare organizations lose 15–20% of medical equipment licenses to manual renewal lapses. Manufacturers face an average 35% drop in output during IT/OT disconnects.
ServiceNow ITOM directly addresses these inefficiencies. By unifying IT operations with real-time visibility, automation, and predictive intelligence, enterprises to regain control of infrastructure, compliance, and service performance.
In this blog, we explore how ServiceNow ITOM is solving real problems across BFSI, TMT, Healthcare, and Manufacturing, with measurable results.
Table of Contents
- TMT – 5 Real-World Use Cases of ServiceNow ITOM
- BFSI – 5 Distinct, Real-World Use Cases of ServiceNow ITOM in Banking
- Healthcare – 5 Real-World Use Cases of ServiceNow ITOM for Clinical & Compliance Teams
- Manufacturing – 5 Real-World Use Cases of ServiceNow ITOM for Factory and Field Operations
- Final Thoughts
- Frequently Asked Questions (FAQs)
TMT – 5 Real-World Use Cases of ServiceNow ITOM
1. Unified Visibility into IT and Non-IT Data Center Assets
Media and telecom enterprises often lack real-time tracking of critical non-IT components such as power, cooling, and rack occupancy. With ServiceNow DCSM and ITOM Discovery, organizations can map all assets, both IT and non-IT, into a single CMDB view, enabling holistic infrastructure control and optimization.
2. Preventive Maintenance Across Distributed Infrastructure
Unplanned outages in edge data centers or transmission nodes can disrupt service delivery. ServiceNow ITOM enables proactive scheduling of preventive maintenance tasks based on asset health, usage thresholds, or service impact, reducing reactive maintenance and improving uptime by over 30%.
3. Automated Alerts, Notifications & Event Handling via SIEM Integration
Without centralized alert management, TMT companies face delayed or missed incident responses. ServiceNow Event Management integrates with SIEM tools to auto-generate prioritized alerts, notify relevant teams, and auto-create incidents, cutting down on alert fatigue and resolution time.
4. Role-Based Dashboards with Secure Access Controls
Operations, engineering, and compliance teams require different infrastructure views. ServiceNow ITOM supports role-based dashboards with SSO and MFA, ensuring that each team accesses tailored insights, whether it’s for service health, asset trends, or compliance SLAs.
5. Automation of Internal Order & Delivery Workflows
TMT companies frequently handle internal requests for hardware, licenses, and service provisioning. ServiceNow enables workflow automation for these requests from catalog submission to fulfillment, integrated with ITSM modules like incident, request, and change, ensuring faster service delivery.
BFSI – 5 Distinct, Real-World Use Cases of ServiceNow ITOM in Banking
1. Infrastructure Risk Visibility for RBI Audits and Compliance
Banks must prove infrastructure integrity to regulators. Using ServiceNow ITOM with DCSM, banks map every rack, power unit, and switch into the CMDB, establishing a live, auditable inventory. RBI-facing reports now reflect real-time asset states and service dependencies, improving audit confidence.
2. Automated Risk-Scored Impact Analysis Before Infra Changes
Before upgrading a network switch or reconfiguring a router, banks can simulate the business impact. ServiceNow Change Management, integrated with Impact Models, calculates risk scores based on asset criticality, recent incidents, and downstream service dependencies, helping avoid customer-facing outages.
3. Early Fault Detection via Preventive Maintenance and Alerts
Service disruptions from neglected generators, chillers, or batteries are common. By defining asset-specific preventive maintenance cycles in ServiceNow (e.g., runtime > 1,000 hrs triggers service), banks generate automated alerts and notifications, reducing reactive firefighting and extending asset uptime.
4. Integrated Infra Operations via ITSM + ITOM Orchestration
Requests like server upgrades, firewall changes, or storage expansion often span multiple teams. With ServiceNow ITOM orchestration, banks automate these flows end-to-end: request > approval > provisioning > CMDB update. Each step is visible in the Service Portal and linked to Incident/Change/Problem records for full traceability.
5. Role-Based Dashboards for Tiered Operational Control
Branch-level IT, central NOC, compliance officers, and data center ops all need different lenses. ServiceNow’s role-based dashboards, integrated with SSO/MFA, deliver secure, filtered visibility, such as power consumption at the branch level, network health at the NOC, or SLA adherence for compliance, without exposing unnecessary data.
Healthcare – 5 Real-World Use Cases of ServiceNow ITOM for Clinical & Compliance Teams
1. Centralized License Tracking for Medical Equipment
Hospitals manage hundreds of assets from ECG machines to ventilators, each requiring licensing, calibration, and renewal. ServiceNow ITOM + GRC helps catalog every licensed equipment asset, monitor usage thresholds, and trigger renewal workflows automatically. Teams receive alerts 30–60 days before expiry, reducing compliance violations.
2. Drug License & Inventory Governance Using Custom Workflows
Pharmacy units must track not only drug stock levels, but also license validity tied to controlled substances. App Engine-powered custom workflows allow automatic tracking of drug categories, license owners, renewal windows, and jurisdiction compliance (like CDSCO in India). Alerts are triggered when thresholds or license windows are breached.
3. Role-Based Dashboards for Biomedical and Compliance Officers
Different stakeholders, biomedical engineers, compliance managers, and pharmacy heads require filtered views into asset and license health. ServiceNow role-based dashboards, secured via SSO and MFA, give real-time visibility into what’s due, what’s expired, and what’s under escalation, improving accountability and reducing audit failures.
4. Automated Preventive Maintenance for Regulated Equipment
Devices like dialysis machines and CT scanners require scheduled servicing. ServiceNow ITOM allows hospitals to configure preventive maintenance plans based on time, usage, or alert signals. Service notifications and work orders are automatically created and routed to biomedical teams, avoiding unplanned downtime and NABH penalties.
5. Regulatory Audits Made Easy with Unified Compliance Records
Auditors require full traceability from license status to equipment service logs. With GRC + ITOM integration, hospitals maintain a single compliance hub, linking asset records, license validity, calibration history, and audit trails. This significantly reduces manual data gathering during HIPAA or NABH inspections.
Manufacturing – 5 Real-World Use Cases of ServiceNow ITOM for Factory and Field Operations
1. IT/OT Convergence with Unified Asset Visibility
Manufacturers often struggle to track machines like CNC systems, PLCs, or conveyor sensors alongside traditional IT assets. With ServiceNow ITOM Discovery and MID Servers deployed within OT networks, organizations can bring both IT and OT assets into a centralized CMDB, enabling visibility, maintenance planning, and lifecycle tracking.
2. Securing Factory Floor Systems with Controlled Access
Shop floor machines are often exposed to security risks due to lack of standard authentication. ServiceNow enables role-based access control (RBAC) for plant control systems and integrates with SSO and MFA to restrict unauthorized access. This is critical for ISO 27001 or NIST-aligned manufacturers.
3. Proactive Alerts and Failure Notifications Across Assembly Lines
Unmonitored asset failures can disrupt production targets. Using Event Management and sensor data collected via MID Servers, ServiceNow can generate real-time alerts and escalations for asset overheating, pressure fluctuations, or runtime threshold breaches — giving floor managers time to respond before full shutdowns.
4. Automated Workflows for Maintenance and Part Replenishment
When a robotic arm reaches its cycle limit or a temperature sensor goes faulty, a workflow triggered by ITOM can auto-create a work order for maintenance or raise a procurement request. These automated flows reduce downtime, improve OEE (Overall Equipment Effectiveness), and ensure zero manual oversight.
5. Role-Specific Dashboards for Plant Managers, Quality, and IT Teams
Different functions need different insights. Plant managers want machine health, quality teams want compliance status, and IT teams want network visibility. ServiceNow delivers custom dashboards via App Engine and Performance Analytics, ensuring actionable insights without overwhelming data.
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Final Thoughts
Whether you’re managing 1,000+ servers across banking data centers, tracking license expiry for MRI machines in hospitals, or streamlining preventive maintenance for assembly lines — ServiceNow ITOM is more than a monitoring tool. It’s a transformation enabler.
From automated risk scoring to real-time asset visibility, from custom App Engine workflows to preventive maintenance schedules, ITOM equips organizations with operational clarity and execution speed — across both IT and non-IT infrastructure.
The result?
- Reduced unplanned downtime
- Higher audit readiness
- Faster resolution times
- Measurable Opex and Capex optimization
Ready to Modernize Operations with ServiceNow ITOM?
At LMTEQ, we specialize in industry-specific ServiceNow ITOM implementations that connect the dots between infrastructure, security, compliance, and automation.
Let’s talk about your ITOM goals. We’ll help you turn visibility into action.
Frequently Asked Questions (FAQs)
1. Can ServiceNow ITOM handle non-IT assets like HVACs, medical devices, and plant machinery?
Yes. With DCSM, CMDB, and MID Servers, ServiceNow can track non-IT assets — including medical equipment, power systems, and factory floor machines — giving operations and facilities teams the same visibility as IT.
2. How does ServiceNow ITOM support preventive maintenance workflows?
Preventive maintenance is triggered by usage thresholds, time-based schedules, or sensor data. ITOM integrates with custom workflows (via App Engine) to auto-create service tasks, assign them, and notify stakeholders, ensuring maintenance happens before failure occurs.
3. Is ITOM only for IT teams, or can business and compliance users benefit too?
ITOM’s power lies in role-based dashboards, alerting, and workflow automation. Whether it’s a biomedical engineer, plant manager, or compliance officer, ITOM provides tailored, actionable views for decision-making without requiring deep IT knowledge.