April 2019CIOAPPLICATIONS.COM 19In your interactions with CIOs of leading companies, what sense do you get of the challenges they face now in the ServiceNow Solution space and how is ConfigureTek effectively addressing these issues?Rohit Viswanadha: The number one concern for CIOs today is avoiding costly downtime of critical business services, this leads us directly to our emphasis on predictive and reactive operational impact analysis. To address this challenge, we focus on leveraging automated discovery and mapping technology to deliver actionable views into the dependencies across infrastructure, applications and the critical business services they support. CIOs and companies, in general, want to minimize service disruptions, more than 80 percent of which are a result of poorly planned changes. ConfigureTek tackles all of these challenges in one go by performing rapid auto-discovery and mapping to provide value within a short time span. We focus on CMDB, auto-discovery and service mapping to help organizations avoid disruptions through predictive and reactive operational impact analysis. We are methodical in our approach toward rolling out these technologies and capabilities, with a keen understanding of the security and compliance implications when dealing with sensitive application and infrastructure data.Could you please cite one or two case studies on how you have enabled clients to overcome hurdles and attain desired outcomes with your innovative array of solutions?Rohit Viswanadha: With the ability to provide results within a calendar quarter, ConfigureTek has acquired a customer satisfaction score of 9.6 out of 10. One of our customers is a large grocery chain with more than 5,000 employees for whom we deployed a rapid discovery and mapping solution of 50 critical applications within three months. Being a grocery chain, power outages were costing them real dollars and affecting the customer experience. We brought in a team of experts to implement this solution geared toward providing improved visibility to enable a significant reduction of mean time to resolution. Through implementation of this solution the customer realized a reduction of MTTR from hours to minutes. We recently provided another customer with visibility into critical dependencies that they used to build out move groups and minimize disruptions for a large-scale data center move using ServiceNow's Discovery and Service Mapping. Within a matter of three months, our team was able to do rapid discovery and mapping of 75 critical business applications. This effort yielded actionable visibility into dependencies, relationships, and up- and down-stream impact that was then used toward simplification and organization of move groups. An additional ancillary benefit of performing rapid discovery and mapping was the establishment of a strong baseline CMDB.For a decade, our company has been primarily focused on ITOM implementations and uncovering immediate value for customers. As ServiceNow's go-to partner in this space, ConfigureTek provides meaningful thought-leadership to ensure that our customers are on a path toward success and are able to realize their strategic objectives.By enabling CIOs to realize their vision, we are putting in place the foundation for the next generation digital enterprise. ConfigureTek helps organizations avoid disruptions through predictive and reactive operational impact analysis fueled by CMDB, auto-discovery and service mappingAnu Pappu, VP OperationsAndy Wilkes,Director, Service Delivery
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