The Australian Maritime Safety Authority (AMSA)

Service Mapping and CMDB Remediation to Elevate IT Operations

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Client Challenge: 

The Australian Maritime Safety Authority (AMSA) faced significant challenges in managing their enterprise CMDB and IT operations. With outdated discovery tools and processes that limited their ITOM potential, AMSA needed a partner to enhance system accuracy, governance, and efficiency. Their objective was clear: mature their ITOM implementation and unlock greater value from ServiceNow.

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Collaborating for Transformation: A Trusted Partnership

Novabridge partnered with AMSA to tackle their ITOM challenges head-on, focusing on Service Mapping and process optimisation. By leveraging Novabridge’s expertise in CMDB and ServiceNow, this collaboration became a catalyst for AMSA’s digital transformation.

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Our work began with a successful CMDB remediation and evolved into a broader initiative to increase ITOM maturity, aligned with AMSA’s Enterprise Architecture refresh

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From Complex Challenges to Seamless Solutions

Phase 1: CMDB and Discovery Remediation

Novabridge specialists collaborated with AMSA to drastically improve the quality of its enterprise CMDB and discovery tools, creating a robust foundation for future ITOM initiatives.

Key Actions:

• Data Accuracy Improvement: Addressed inaccuracies and established a reliable CMDB.
• Discovery Optimisation: Enhanced discovery tools to ensure comprehensive and accurate system coverage.
• Enterprise Alignment: Aligned CMDB improvements with AMSA’s Enterprise Architecture refresh.

Phase 2: Service Mapping and ITOM Evolution

Building on the success of the CMDB remediation, Novabridge extended AMSA’s CMDB with advanced Service Mapping and ITOM service modelling.

Service Mapping Highlights:

• Defined and Scoped Critical Applications and Services: Identified the key applications and services crucial for AMSA’s operations and mapped their dependencies.
• Device Discovery Optimisation: Ensured critical applications could accurately discover relevant devices.
• Dependency Mapping: Developed a comprehensive map of dependent devices, ensuring clear visibility of application and service relationships.
• Maintained Top-Down Discovery: Implemented a structured approach to discovery, starting from services down to devices.
• Analysis and Tuning: Conducted detailed analysis and fine-tuning for each critical application to optimise performance and reliability.

Governance and Ongoing Health Processes:

• Established quality assurance processes to ensure the ongoing accuracy and health of CMDB, discovery, service mapping, and asset management systems.
• Defined roles and responsibilities for maintaining CMDB and ITOM systems, ensuring sustainable governance.

Asset Lifecycle Management:

• Recommend and implement a robust asset lifecycle management process, optimising asset utilisation and reducing overhead.

Results: Simplifying Complexity, Delivering Clarity

• Operational Efficiency: Streamlined workflows reduced inefficiencies and saved resources.
• Enhanced Collaboration: Improved visibility and dependency mapping fostered better interdepartmental collaboration.
• Governance Excellence: CMDB and ITOM systems aligned with AMSA’s enterprise goals, ensuring compliance and data accuracy.

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Why AMSA Chose Novabridge

Novabridge doesn’t just bring expertise—we bring the confidence to tackle complexity, the grit to get it done right, and the vision to make it better than expected. 

• 100% Focus on ServiceNow: Specialisation in ServiceNow ensured tailored, impactful solutions.
• Australian Expertise: A security-cleared, local team uniquely equipped to meet AMSA’s federal requirements.
• Proven Success: Novabridge’s results in CMDB remediation and ITOM service mapping demonstrated our ability to handle complex, high-stakes projects.

For AMSA, Novabridge wasn’t just a vendor—we were a trusted partner in driving IT transformation.

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Taking You from How to Wow, Without the Corporate Nonsense

At Novabridge, we simplify the complex and deliver impactful solutions tailored to your needs. Let’s make your IT challenges a success story.