A global medical device manufacturer operates in one of the most precision-driven environments in the world. In highly regulated facilities where uptime directly affects patient outcomes, operational technology cannot be loosely governed or partially understood.
The organization recognized a growing reality. While their IT assets were well managed within ServiceNow, their OT footprint lived in fragmented tools, spreadsheets, and informal ownership structures. As manufacturing environments evolved, so did risk.
They engaged CoreX to define and pilot a scalable OT governance and visibility model that could serve as the blueprint for global rollout.
Challenge
The organization faced structural complexity inside critical manufacturing environments:
- OT data needed to be integrated into the enterprise CMDB without contaminating the IT data model
- Asset ownership was unclear across IT, Engineering, and vendors
- Governance standards did not yet exist for OT lifecycle management
- Adoption risk loomed, with plant engineers wary of “corporate systems” disconnected from daily workflows
- Validated OT governance model and asset ownership structure
- Industrial hierarchy modeled accurately inside ServiceNow
- IT/OT convergence strategy without CMDB pollution
- Tailored OT Workspace aligned to plant workflows
- Clear global rollout foundation
The stakes were high. In medical manufacturing, uncertainty is not operational inconvenience. It is risk. The company needed clarity, structure, and a trusted system of record before scaling OT management globally.
Solution
CoreX delivered an OT Ignite pilot built around a Design-First methodology. Rather than beginning with configuration, the engagement began with governance.
OT CMDB Governance Foundation
Workshops defined the Golden Record standard for OT assets. Clear ownership models and lifecycle controls were documented. A RACI framework aligned Global IT and Local Engineering roles.
Configuration Item Enablement
OT-specific CI classes and attributes were defined for manufacturing equipment. Data standards were established before ingestion.
OT Workspace Tailoring
The ServiceNow OT Workspace was configured to reflect how plant engineers actually operate, moving beyond generic IT views.
Organizational Change and Value Alignment
Dedicated OCM workshops mapped stakeholder expectations. Business value sessions tied the implementation directly to risk reduction and operational resilience.
Results
Delivered between November 2024 and April 2025, the pilot achieved more than a successful deployment. It established the blueprint for global OT scale.
The organization now operates from governed visibility rather than fragmented inference, thanks to the establishment of a durable OT operating model.
Summary
In critical manufacturing environments, governance is not overhead. By anchoring the engagement in governance workshops, ownership clarity, and industrial modeling before technical scale, this global manufacturer moved from OT ambiguity to enterprise-grade structure.
The foundation is now in place for global expansion, advanced automation, and long-term OT resilience.
