Case Study

ServiceNow ITSM Implementation & Support for Endava Romania

Full-cycle ServiceNow ITSM implementation — from architectural design and CMDB migration through production transition, hypercare, and ongoing technical support — aligned with ITSM and ITIL standards for a large-scale enterprise environment.

Business Challenge

• Deeply embedded legacy ITSM platform tightly integrated with core systems, processes, and third-party integrations — creating high migration complexity
• Resistance to change and adoption challenges across an 11,000+ employee organization
• Risk to business continuity during transition from legacy to new platform
• Need for a scalable, ITIL-aligned ITSM solution to support long-term digital transformation

The objective was to:

• Transition from a legacy ITSM platform to a scalable, future-proof ServiceNow solution
• Implement core ITSM processes — Incident, Problem, Change Management — aligned with ITIL standards
• Establish CMDB as a unified foundation for all core IT processes
• Ensure business continuity throughout migration and production transition
• Reduce system dependency complexity and improve cross-system integration

Solution

• Architectural design and consulting — defined the implementation framework aligned with ITSM and ITIL standards
• Full ServiceNow ITSM platform implementation including Incident, Problem, and Change Management
• CMDB migration and update established as the central foundation for core IT processes
• Master and configuration data integration, email connectivity, and workflow configuration
• Managed production transition with hypercare support to ensure post-go-live stability
• Post-launch technical support and ongoing stabilization for continuous platform reliability

Key capabilities include:

• End-to-end ITSM implementation — Incident, Problem, Change Management on ServiceNow
• CMDB migration and update as a unified IT foundation and single source of truth
• Master and configuration data integration across enterprise systems
• Email connectivity and workflow automation setup
• Production transition with structured hypercare and post-launch stabilization
• Ongoing technical support aligned with ITSM and ITIL standards

Business Impact & Value

Operational Impact

• Improved transparency and control over IT assets through a reliable, centralized CMDB
• Increased IT staff productivity by reducing manual work and eliminating process inconsistencies
• More efficient ITSM processes — Incident, Problem, Change Management — on ServiceNow
• Improved cross-system integration through enhanced connectivity and data consistency

End-User Impact

• More efficient and streamlined ITSM processes (Incident, Problem, Change Management, CMDB) on the ServiceNow platform
• Faster and more reliable handling of IT-related requests and issues
• Reduced delays caused by manual processes and system fragmentation
• Improved consistency and quality of IT service delivery
• Better visibility and understanding of IT service status and processes

Summary

Teiva Systems delivered a full-cycle ServiceNow ITSM implementation for Endava Romania — transitioning from a deeply embedded legacy platform to a scalable, ITIL-aligned solution with a unified CMDB foundation, integrated data flows, and end-to-end support from architectural design through hypercare and post-launch stabilization.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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