How GLKB unified IT, security and customer operations with ServiceNow

IT Service Management

One of the earliest hurdles we encountered was requirements that weren’t fully defined. GLKB’s teams often found it difficult to articulate exactly what they needed, which led to shifting expectations and rework mid-project.

Rather than pushing forward on assumptions, we leaned into close consultation, developed proof-of-concepts, and held structured working sessions until we had a stable foundation to build on.

Separating incidents from service requests
A blurred line between Incidents and Service Requests was creating real operational friction. Service Desk teams often encountered inconsistent ticket categorization and slower resolution times.

We addressed this on two fronts:
1) First, we introduced clear guidelines and updated process documentation to define when each ticket type applies.
2) Then, we ran targeted training sessions to build confidence across the team.

A new incident category was also introduced to sharpen reporting and make distinctions visible in the data.

IT Operations Management

GLKB’s initial setup for ServiceNow Discovery included multiple broad IP ranges that caused performance problems. Scans took too long, consumed unnecessary bandwidth, and picked up subnets with no relevant Configuration Items. All this put unnecessary strain on the network infrastructure.

We worked closely with GLKB’s infrastructure stakeholders to map out exactly where the relevant CIs were and rebuilt the discovery scope around those zones. Non-essential subnets were excluded, IP ranges were tightened, and discovery schedules were shifted to off-peak hours to minimize business impact.

Our efforts resulted in faster scans, reduced network load, and significantly better accuracy in the CMDB.
 

Vulnerability Response

GLKB had no structured vulnerability management process in ServiceNow, which made tracking fragmented, manual, and disconnected from the broader IT environment. There was no centralized view, no standardized workflow, and no reliable link between vulnerabilities and the assets they affected.

We implemented ServiceNow Vulnerability Response with a structured process built around Microsoft TVM-based detections.

Vulnerabilities are now automatically imported into ServiceNow, enriched with CMDB context, and logically grouped for efficient handling. Out-of-the-box VR capabilities take care of risk-based prioritization, automated assignment, de-duplication, and end-to-end remediation tracking.

GLKB now has a single, coherent view of their vulnerability landscape and the workflows to act on it. Dashboards give security and operations teams shared visibility into exposure and remediation progress, turning vulnerability management from a reactive scramble into a continuous, structured program.
 

Customer Service Management

A key gap in GLKB’s setup was the disconnect between customer-facing interactions and the underlying IT processes.

With CSM in place, customer tickets can directly generate Incidents and Change Requests in the ITSM layer with no manual handoffs or duplication. The customer experience and the operational response are finally part of the same workflow.
 

Managed Services

In the future, Managed Services will kick off shortly after CSM goes live. With Plat4mation experts providing licenses and ongoing support, GLKB gets continuity, accountability, and a single point of contact as their ServiceNow environment continues to evolve.
 

One platform built around how GLKB works

What makes this project stand out is the coherence of the whole.

ITSM, ITOM, Vulnerability Response, and CSM now work together as an integrated environment, shaped around how GLKB actually operates. That’s what a well-executed ServiceNow implementation looks like and it’s what we deliver from day one.