Virtus Data Centres’ ServiceNow instance had accumulated significant technical debt over time. The environment was burdened by excessive business rules and customisations, which complicated both system management and future upgrades. In addition, the Configuration Management Database (CMDB) had become degraded, with important mandatory data missing, limiting its effectiveness as a trusted source of truth. Furthermore, workflows were fragmented and the user experience was inconsistent across different regions, adding to operational inefficiencies.

As Virtus expanded its operations across Europe, these issues created real risks to scalability, governance, and compliance. To address these challenges, the company required more than incremental fixes - it needed a re-platforming strategy. This approach would reset the ServiceNow environment onto a clean, best-practice foundation whilst also establishing proactive management practices. Importantly, it would enable seamless integration with core asset systems such as Maximo, ensuring the platform could support Virtus’ long-term growth ambitions with greater stability and consistency.

The engagement began with an Instance Review and Core Re-Architecture, which included a comprehensive health check, CMDB optimisation, technical debt assessment, and the realignment of IT Service Management (ITSM) processes to Common Service Data Model (CSDM) best practices. This created a stable, best-practice foundation on which Virtus could build.

A key step was the Integration with Maximo, achieved through REST/API flows implemented via IntegrationHub. Identification rules and asset categorisation were defined to strengthen the linkage between assets and services, delivering improved operational insight and governance.

Looking ahead, Virtus established a roadmap for Advanced ServiceNow Modules. This included CSM Pro, designed to modernise customer service through intelligent routing and guided resolution, and SPM Pro, which would enable scenario planning, agile portfolio management, and the prioritisation of resources.

To further support flexibility, Virtus licensed Creator Pro+ Enablement, empowering its teams with low-code development capabilities. This reduced reliance on heavy customisations and allowed for controlled workflow adaptation in line with evolving needs. Strong emphasis was placed on Governance and Compliance, with GDPR-aligned practices and cross-region governance structures put in place to ensure consistency and regulatory adherence.

Comprehensive Training and User Acceptance Testing (UAT) were also provided. Templates were developed, customer-led training was reviewed, and UAT sessions were facilitated to encourage adoption and smooth transition.

Finally, a Managed Service (business hours) arrangement was implemented. This included the delivery of monthly service reports and reviews, patching reviews, and regular health, security, and performance checks. In addition, CMDB monitoring, defect triage, and minor enhancements were carried out to maintain a healthy and resilient platform.

Virtus achieved operational excellence through the introduction of simplified workflows, reliable CMDB data, and consistent governance structures. These changes created a more efficient and transparent operational environment, reducing friction and enabling teams to focus on value delivery. The re-platforming also enabled faster change and innovation. By reducing the accumulated customisation debt and leveraging low-code development through Creator Pro+, Virtus gained the agility to adapt processes quickly without over-reliance on heavy development.

Improved asset insight was delivered through the integration of ServiceNow with Maximo and the adoption of standardised CMDB structures. This strengthened the connection between assets and services, providing richer operational visibility and supporting more informed decision-making.

End users benefited from a significant user experience uplift, with clearer processes and readiness for future multilingual portals, ensuring consistency and accessibility across regions.

Virtus also strengthened its compliance confidence by embedding governance structures and aligning practices with GDPR requirements. This provided assurance that operations would remain compliant as the business scaled internationally.

To maintain resilience, Virtus introduced a sustained stability model through a time-bound, business-hours managed service. This included continual improvement cycles designed to keep the platform secure, optimised, and responsive to evolving needs.

Looking ahead, Virtus has positioned itself strongly for future potential. With the platform now re-platformed and aligned to best practices, it is well-placed to adopt Generative AI and Agentic AI capabilities in ServiceNow. These innovations will enable predictive service delivery, intelligent automation, and proactive operational insights as the business continues to grow.