List of ServiceNow Discovery Customers
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Since 2010, our global team of researchers has been studying ServiceNow Discovery customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Discovery for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Discovery for IT Service Management include: Sun Life, a Canada based Banking and Financial Services organisation with 31768 employees and revenues of $20.98 billion, Wellstar Health System, a United States based Healthcare organisation with 30000 employees and revenues of $6.60 billion, Australia Post, a Australia based Transportation organisation with 64000 employees and revenues of $6.02 billion, ProAssurance, a United States based Insurance organisation with 1036 employees and revenues of $1.13 billion, AMP, a Australia based Banking and Financial Services organisation with 2366 employees and revenues of $563.0 million and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Discovery, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Discovery customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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AMP | Banking and Financial Services | 2366 | $563M | Australia | ServiceNow | ServiceNow Discovery | IT Service Management | 2018 | n/a |
In 2018 AMP implemented ServiceNow Discovery within its IT Service Management environment, initiating a Proof of Concept and completing ServiceNow Discovery Fundamentals training to underpin automated identification of infrastructure and application assets. The ServiceNow Discovery deployment was positioned to populate and maintain the Configuration Management Database, supporting AMP's Configuration Management Process Owner remit for CMDB strategy and data ownership.
AMP configured ServiceNow ITSM modules to align Change, Incident, and Service Request workflows with ITIL practices, and extended the platform to support Service Catalogue design and fulfilment. Configuration management and CMDB audit processes were designed and governed inside ServiceNow to improve data integrity and to meet APRA compliance requirements, while administrators and service managers administered toolset configuration to match AMP processes.
Operational coverage included a team of four service managers responsible for Change, Incident, Service Request, CMDB and Service Level Management, with governance spanning IT operations, service desk, supplier management and vendor governed services. ServiceNow Performance Analytics dashboards were implemented to provide live SLA reporting and to measure service level performance in real time, and contractual SLA and KPI targets were negotiated to align supplier delivery with customer expectations.
Governance changes included establishing CMDB audit routines, creating data owners, instituting CAB oversight for Change Management and running Service Improvement Programmes to drive process maturity. The implementation explicitly supported outcomes reported by AMP, including ServiceNow toolset enhancements and Change Management improvements that contributed to a 27% reduction of high priority incidents in 2019.
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Australia Post | Transportation | 64000 | $6.0B | Australia | ServiceNow | ServiceNow Discovery | IT Service Management | 2019 | n/a |
In 2019, Australia Post deployed ServiceNow Discovery to support its IT Service Management initiatives, establishing automated identification of infrastructure and application elements. The deployment targeted authoritative configuration data collection to underpin service modeling and asset reconciliation across the enterprise.
ServiceNow Discovery was implemented together with Service Mapping within the ITOM domain to capture topology and relationship data, and to populate the configuration management database. The program included migrating a legacy CMDB to the Common Service Data Model CSDM, and the establishment of an AMDB and a consolidated technology and business service model to align data to service and asset constructs.
Operational ownership aligned to Service Asset and Configuration Management, with dedicated resources managing Australia Post's CMDB, AMDB and technology and business service model. Governance and configuration management processes were updated to support continual discovery reconciliation, service mapping maintenance and controlled updates to configuration items.
ServiceNow Discovery was configured to feed ITOM workflows and discovery probes, providing the basis for ongoing service model validation and asset lifecycle workflows. The implementation emphasized sustaining data quality and model alignment through role based stewardship within the Service Asset and Configuration Management function.
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OCLC | Non Profit | 1200 | $220M | United States | ServiceNow | ServiceNow Discovery | IT Service Management | 2021 | n/a |
In 2021, OCLC implemented ServiceNow Discovery as part of a broader ServiceNow IT Service Management deployment to establish a governed automation foundation for IT operations and service delivery. The initiative anchored the organization on ServiceNow IT Service Management and ServiceNow ITOM Discovery to create a centralized configuration management database and a repeatable automation approach.
OCLC configured ServiceNow ITOM Discovery to populate the CMDB, creating a single source of truth for configuration items, and used the CMDB as the core of an automation hub. The team built workflows in the Now Platform App Engine using a visualize then automate approach, identifying human touchpoints to remove and implementing automated workflow orchestration within ServiceNow IT Service Management functional processes.
The implementation supports customer facing product communications and incident workflows, including an app on the Now Platform App Engine that automates real time reporting and provides live system status dashboards for products such as OCLC WorldShare. Operational scale is explicitly large, with OCLC processing more than 40 million search requests per day, handling over 16,000 change requests and 19,000 IT requests annually, and maintaining more than 15 million configuration items with a 98 percent automated data entry rate, underpinning shared services for libraries and researchers.
Governance centered on a workflow first methodology and a centralized CMDB to control automation rollout and change processes, with the IT team emphasizing visualization of processes before automating them. OCLC reports that automation accelerates delivery times, reduces manual work and operational risk, and frees engineering and support teams to focus on higher value activities, reflecting an operational shift in IT operations, service delivery, and customer support driven by ServiceNow Discovery and IT Service Management.
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Insurance | 1036 | $1.1B | United States | ServiceNow | ServiceNow Discovery | IT Service Management | 2020 | n/a |
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Banking and Financial Services | 31768 | $21.0B | Canada | ServiceNow | ServiceNow Discovery | IT Service Management | 2020 | n/a |
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Healthcare | 30000 | $6.6B | United States | ServiceNow | ServiceNow Discovery | IT Service Management | 2020 | n/a |
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Buyer Intent: Companies Evaluating ServiceNow Discovery
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