The Background
After two years and four unsuccessful attempts to migrate from BMC Discovery to ServiceNow Discovery with various partners, the customer was experiencing financial impacts from ongoing data issues, failed integrations, and a lack of discovered assets.
The customer had deployed ServiceNow Discovery, but it identified only 7% of the IT infrastructure BMC Discovery had detected. As a result, most of the infrastructure remained hidden and unmanaged. Failing to exploit ServiceNow Discovery was negatively affecting their ability to operate efficiently and securely for their clients.
This case study discusses how we assisted the customer in implementing ServiceNow Discovery and enhancing the coverage and quality of the discovered assets.
The Challenge
- Low coverage: ServiceNow Discovery was finding only 7% of the expected assets.
- Service modelling: The low coverage and current strategy meant it wasn’t possible to model business applications and services within ServiceNow Discovery.
- Failed attempts: Four previous partners had been unable to deliver a workable solution.
- Migration pressure: The customer had to retire BMC Discovery, which required rapid adoption of ServiceNow Discovery to avoid additional licence costs.
- Complex environment: Consisting of thousands of servers, storage and network devices, applications, and databases spread across on-premises and cloud.
The Tekwurx Solution
Tekwurx stepped in as a trusted partner and immediately established a clear plan to deliver the project. Tekwurx’s nomination to deliver the ServiceNow Discovery program was not by chance. It was the result of demonstrated expertise and proven success in previous discovery initiatives within the customer.
Tekwurx had already delivered a highly successful BMC Discovery & uControl deployment, providing the customer with the visibility needed to begin their ITOM journey. That achievement established Tekwurx as a trusted asset discovery specialist, capable of handling complex environments and driving measurable outcomes.
By demonstrating in-depth subject-matter knowledge, a proven track record of success, and a reputation for reliability, Tekwurx earned stakeholders' confidence and was entrusted with the critical task of implementing ServiceNow Discovery. This foundation of trust and credibility set the stage for the transformation that followed.
"Tekwurx has delivered reliably and consistently, achieving high levels of attainment throughout our 5-year relationship."
Peter Drake
Key Actions
We built the Tekwurx solution on a foundation of strong collaboration between our team and the customer. By fostering trusted relationships, we enabled genuine stakeholder buy‑in and ensured alignment at every stage of delivery.
We set clear expectations from the outset, with the journey carefully visualised and success marked at each milestone to maintain momentum and confidence. Tekwurx cultivated a culture that embraced change and progress, driving transformation through transparency and shared achievement.
The project was managed with precision, underpinned by the delivery of high‑value skills and expertise, ensuring that outcomes were not only successful but sustainable. This approach reinforced Tekwurx’s reputation as a partner capable of guiding complex programs with clarity, trust, and measurable impact.
- ServiceNow Discovery implementation: Within 152 days, Tekwurx delivered a fully functional ServiceNow Discovery rollout. Automating routine operations, enabling clear visibility and accuracy within the CMDB as the single source of truth.
- Cloud discovery: After showcasing Service Graph Connector and MID Server technologies, the customer selected the MID Server option as their strategic route when connecting to the cloud. Tekwurx then enabled cloud discovery across AWS and Azure, ensuring hybrid visibility in the CMDB.
- Developed tag-based mapping: Leveraging cloud-based tags, Tekwurx aligned Configuration Items (CIs) with business application mapping, creating a true service-aware CMDB.
- Database discovery: Delivered visibility into over 10,000 databases from multiple vendors and configurations. These ranged from standalone instances to complex, clustered environments with relationships among nodes, clusters, instances, and individual database schemas.
- Reporting, dashboards and insights: Designed, configured and exposed data with more in-depth insights through clear and informative dashboards and reports.
- Built knowledge and transferred to Business-as-Usual teams: Created content and expertise along the delivery process and translated into BAU teams for successful ongoing operations.
Challenges and how we overcame them
- Aggressive deadline for completion: Tekwurx applied structured project management, set clear milestones, and maintained strict delivery cadence. Agile methods and proactive communication enabled us to complete the project in 152 days without compromising quality.
- Fixing customer misconceptions and confidence in successful delivery: Tekwurx fostered strong collaboration, showcased prior success with BMC Discovery, and provided transparent progress updates. Demonstrations and proof points rebuilt confidence and secured stakeholder buy-in.
- Complexity of the customer’s organisation and identifying roles/responsibilities: Tekwurx conducted stakeholder mapping workshops, clarified CI ownership, and aligned responsibilities across IT and business units: this streamlined governance and improved accountability.
- Competition for customer skills and resources due to other projects: Tekwurx supplemented gaps with its expertise, prioritised critical tasks, and coordinated resource scheduling. Knowledge transfer ensured BAU teams could sustain operations without overloading customer staff.
- Many complex customisations requiring advanced skills: Tekwurx leveraged its deep technical knowledge and “can-do” attitude to overcome customisations. We designed tailored solutions to integrate seamlessly with ServiceNow, ensuring stability and scalability.
"The team are creative and tenacious at solving challenges with valuable, innovative, and cost-effective solutions."
Peter Drake
The Results
- Discovered asset coverage: Jumped from 7% to 98%, providing near complete visibility.
- Timeframe: Achieved in 152 days, far faster than industry averages.
- Cloud integration: AWS and Azure assets are seamlessly integrated into the CMDB.
- Accurate service mapping: Business applications linked directly to infrastructure via tag-based mapping.
- Database clarity: A comprehensive picture of all databases.
- Enriched CMDB: Became a single source of truth, utilised by CI owners, ITSM processes, and asset lifecycle tools.
- Operational stability: The transfer of skills, knowledge, and expertise to the BAU teams for ongoing success.
Business Impact
- Decision-making: Executives gained a precise lens on infrastructure and applications, enabling clear business decisions.
- Operational efficiency: Reduced manual effort and eliminated blind spots in asset management.
- Future capabilities: Service Mapping and Cloud Discovery opened the door to advanced ITOM practices.
- Trust and reliability: Tekwurx proved to be a safe pair of hands, delivering value sooner and establishing itself as a long-term strategic partner.
"Tekwurx is my trusted partner for asset and discovery capabilities. I highly recommend them.”
Peter Drake
Conclusion
By retrieving a stalled ServiceNow Discovery program, Tekwurx stabilised the migration from BMC Discovery and transformed the CMDB into a strategic asset.
With enhanced coverage, cloud integration, and accurate service mapping, the customer now operates with confidence, efficiency, and a clear view of its IT landscape.
Tekwurx demonstrated that with the right expertise, we can solve even the most complex discovery challenges — making us a trusted partner for future innovation.
