One of the world's largest automotive manufacturers, with a global portfolio of vehicle brands and a complex technology footprint supporting manufacturing, distribution, retail, and corporate operations, engaged CoreX for an IT Operations Management initiative.
The plan was focused on strengthening visibility, control, and operational readiness across its ServiceNow environment, to improve the foundations that allow IT teams to understand assets, services, dependencies, and operational risk at enterprise scale.
Challenge
Large automotive environments depend on a broad mix of infrastructure, applications, facilities, plants, suppliers, and business services. For an organization at Stellantis' scale, operational visibility is difficult to maintain when configuration data, discovery coverage, and service relationships are incomplete or inconsistent.
Without a trusted operational foundation, teams can struggle to assess impact, prioritize incidents, and understand how infrastructure issues affect business services.
ITOM work also requires careful sequencing. Discovery, CMDB health, service mapping, event management, and operational reporting all depend on reliable configuration data and clear ownership. If those foundations are not addressed first, later automation and intelligence capabilities can produce inconsistent results or reinforce existing data quality issues. Stellantis needed an approach that could improve ITOM maturity while respecting the complexity of a global enterprise environment.
Solution
CoreX scoped an ITOM engagement to strengthen the operational foundation within ServiceNow. The approach centers on improving visibility into infrastructure and services, validating CMDB and discovery practices, and aligning ITOM capabilities to how the company's teams operate.
Rather than treating ITOM as a collection of isolated tools, the work focuses on the underlying data and governance needed to make those tools useful at scale.
The engagement emphasizes a phased path: confirm the desired outcomes and licensing scope, validate discovery and data ingestion methods, improve CMDB health and reconciliation practices, and then extend into operational workflows such as reporting, event-to-incident handling, service relationships, and automation.
This sequence allows the team to establish reliable data foundations before introducing more advanced operational capabilities. It also creates a clearer model for long-term ownership, so internal teams can maintain accuracy as the environment changes.
Results
As an in-progress engagement, the expected outcomes are framed around the defined scope of work. The company is expected to gain a stronger ITOM foundation with improved visibility into assets, services, and dependencies across the ServiceNow platform.
Better discovery and CMDB health practices are expected to support more reliable impact analysis, cleaner incident routing, and more consistent operational reporting. By sequencing the work around data quality and governance first, the engagement is expected to reduce implementation risk and create a platform foundation that can support future automation and intelligence capabilities.
Summary
By strengthening the ITOM foundation within ServiceNow, the company is positioned to improve operational visibility across a highly complex global technology environment. The engagement gives the organization a more reliable base for incident response, service awareness, reporting, and future automation while keeping the work grounded in the data quality and governance required for long-term sustainability.
