Sutherland Automates 100% of Alerts and Unifies 30+ Products with ServiceNow
100%
Automated alert-to-ticket pipeline7+
Monitoring and business systems integrated30+
Products unified under one ITSM & ITOM foundationThe Challenge
Fragmented IT Operations Limited Visibility, Agility, and Control
With more than 30 products across its portfolio, the client faced a fragmented IT environment that limited operational visibility and slowed decision-making. The absence of executive dashboards made it difficult to track infrastructure performance and key IT metrics in real time. Meanwhile, alerts from 7+ monitoring and business systems required manual ticket creation, creating operational overhead and slowing incident response.
Incident and Service Request workflows were also conflated, contributing to delays and inconsistent resolution. IT asset information was distributed across multiple tools and spreadsheets, leaving the organization without a single source of truth. Uncontrolled software licensing further increased costs, while inactive users continued consuming billable entitlements. Manual reconciliation and inconsistent dependency mapping also created challenges for audits and change management, highlighting the need for a unified, automated, and governed IT operations foundation.
Sutherland Solution
Sutherland Built a Unified, Automated ServiceNow IT Operations Foundation
- Unified IT Service Management
Sutherland architected and delivered a greenfield ServiceNow ITSM foundation, standardizing Incident and Service Request workflows and enabling catalog-driven routing with multi-stage approvals. A zero-touch alert-to-ticket pipeline connected SolarWinds, AWS, Salesforce, Jenkins, Qlik, and Grafana, eliminating manual ticket creation and accelerating incident response. - Intelligent IT Operations and CMDB
Sutherland implemented ServiceNow ITOM Discovery to automate infrastructure discovery and establish a single authoritative CMDB. Qualys bi-directional synchronization, Service Graph Connectors, and integrations with AWS, Jamf, and Intune improved asset visibility and strengthened dependency mapping for more effective governance and change management. - Cost and Governance Optimization
License audits and governance controls helped identify inactive users and reduce unnecessary billable entitlements. Automated workflows and approval controls strengthened accountability while reducing operational inefficiencies. - Security and Access Governance
Sutherland centralized SSL/TLS certificate lifecycle tracking through Sectigo and automated Entra ID cleanup, improving access governance and reducing certificate expiry risk.
The Outcome
Sutherland Delivered Greater Visibility, Automation, Governance, and Cost Efficiency
Sutherland transformed the client’s fragmented IT environment into a unified, governed ITSM and ITOM ecosystem. A 100% automated alert-to-ticket pipeline across 7+ monitoring and business systems eliminated manual ticket creation and enabled faster, more consistent incident response. By bringing 30+ products onto a common ServiceNow foundation, the organization gained real-time operational visibility, standardized workflows, and clearer accountability through executive dashboards and KPI tracking.
An automated discovery framework established one authoritative CMDB, improving asset visibility, dependency mapping, audit readiness, and change management. License audits and governance controls helped reduce unnecessary licensing costs and strengthen entitlement management. Centralized certificate lifecycle tracking and access cleanup further reduced operational and security risks.
Together, these capabilities created a scalable foundation for continued IT modernization, with a roadmap toward predictive analytics and AI-powered CMDB capabilities.
