Modernizing IT Operations for Lithuanian Railways
End-to-end ServiceNow implementation by Teiva Systems – enabling governance, visibility, and sustainable digital growth.
Case Study
Company card
About the customer:
Lietuvos geležinkeliai (LTG) is the national railway company of Lithuania, providing freight and passenger transport across the Baltic region and Europe. The company is undergoing a large-scale digital transformation, aiming to modernize IT operations and improve service reliability through process automation and data-driven decision-making.
Industry: Transportation & Logistics
Headquarters: Vilnius, Lithuania
Cooperation period: 2024-2025 or from: 08/2024 to 02/2025
Employees: ~10,000+
Website: https://ltg.lt/
Executive Summary
LTG partnered with Teiva Systems to enhance its ServiceNow platform by implementing robust Technical Governance, improving CMDB data quality, optimizing Discovery and Service Mapping, and aligning the system with CSDM 4.0 standards.
The result: a transparent, reliable, and scalable IT environment that enables better decision-making, faster incident resolution, and clear visibility of services and dependencies.
Business Challenge
LTG’s IT operations faced challenges common to large enterprises:
- Fragmented CMDB data with incomplete or duplicate configuration items.
- Lack of unified technical governance and clear ownership for CI management.
- Limited visibility into service dependencies and infrastructure relationships.
- Discovery performance issues and inconsistent health metrics.
- A need for alignment with modern ServiceNow best practices (CSDM 4.0).
Solution & Business Value
Teiva Systems implemented solution covering six ServiceNow execution areas:
Technical Governance
Developed governance documentation, CI ownership matrix, and compliance procedures for sustainable management.
Discovery Optimization
Configured MID Servers, automated cloud discovery, and improved pattern management to ensure complete CI visibility.
CMDB Health Improvement
Established health rules, staleness and orphan checks, automated remediation, and Data Manager policies.
CSDM Alignment
Implemented Foundation, Crawl, Walk, and Run phases, defining Business, Technical, and Application Services with Dynamic CI Groups.
Service Mapping
Created service maps for critical business services, integrating dependency views with Event Management and the Service Operations Workspace.
ITSM & ITOM Integration
Configured Service Operations Workspace, linked incidents to services, and set up dashboards for proactive monitoring.
Business Outcomes:
- 100% visibility of core infrastructure and services in CMDB.
- Clear service-to-infrastructure dependencies via Service Maps.
- Improved incident resolution through automated impact analysis.
- Strong governance framework for continuous CMDB health monitoring.
- Seamless alignment between ITOM and ITSM for daily operations.
Value for End Customers:
- Passengers and partners benefit from improved service reliability, faster issue resolution, and better transparency into service performance.
Value for the B2B Client:
- Increased operational efficiency and governance maturity.
- Real-time service visibility supporting proactive management.
- Enhanced data integrity and reduced maintenance costs.
- Scalable foundation for future ITOM expansions and AI-driven automation.
Use Cases Covered by the Application
Discovery and mapping of hybrid infrastructure (on-prem + cloud).
Service Operations Workspace for incident and change management.
CMDB Health Dashboard for data quality tracking.
Automated CI lifecycle and retirement policies.
Technical governance framework with KPIs and audit processes.
CSDM 4.0-aligned service modeling and portfolio management.
Technologies and Tools
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.
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.
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.