Enhancing visibility and accelerating incident resolution for banking client

The client had over 300 time-critical applications, both on-premises and in the cloud, with unknown infrastructure components.  Discovery efforts were incomplete across geos and cloud environments, hindering accurate asset inventory and configuration management. Limited visibility into application dependencies and infrastructure components slowed incident resolution, impacting service availability and business operations.

Nagarro implemented a ServiceNow-led transformation to improve operational visibility and service reliability. The team expanded discovery across global environments, identified missing infrastructure components for 300+ applications, developed 50+ custom discovery patterns, and mapped dependencies across critical platforms, including SAP, Citrix, Azure, Pega, and MuleSoft. The resulting service visibility enabled faster incident resolution, more proactive problem management, and better-informed change decisions. By reducing manual effort and improving impact analysis, the client lowered the risk of outages while accelerating service delivery.

With ServiceNow at the core of its IT operations, the client gained end-to-end visibility across applications, infrastructure, and service dependencies. This enabled faster root cause identification, reduced incident resolution times, minimized service disruptions, and improved service availability. The solution also streamlined IT operations and equipped teams with actionable insights to drive continuous improvement and business agility.