End-to-End IT Service & Operations Transformation for a Nordic Payment Infrastructure Operator
Unified service model and lower MTTR for a national-scale payment infrastructure operator.
- CSDM backbone first
- Live CMDB trust
- MTTR reduced
- Audit-ready ITSM
- CSDM mapped CIs, services, and owners before process redesign
- ITOM Discovery & Service Mapping for live dependency views
- Incident, Problem, Change, and Request redesigned for speed and traceability
A leading Nordic payment infrastructure operator needed to bring its entire IT service landscape under a single, authoritative framework. Operating at the heart of a national financial system demands an unusually high bar for visibility, auditability, and incident response speed. The existing ITSM processes were fragmented across teams, the CMDB was considered unreliable, and the absence of a coherent Common Service Data Model meant there was no clean line of sight between technical infrastructure and the business-critical services it underpinned.
Acting as Solution Architect, Freshlogik designed and delivered a holistic transformation across ITSM, ITOM, and CSDM on ServiceNow. The CSDM framework was established first — as the structural backbone — mapping every configuration item, application service, and offering to its business owner, criticality tier, and supporting infrastructure. ITOM Discovery and Service Mapping were layered on top to provide a live, auto-populated view of service dependencies. ITSM processes (Incident, Problem, Change, and Request Management) were then redesigned for regulatory compliance, response speed, and end-to-end traceability.
A unified, trusted IT service model anchored to the client's payment infrastructure; measurably reduced MTTR for critical incidents; a live, governance-ready CMDB powering change impact analysis, audit trails, and executive service reporting across the entire IT estate.