Case Study: ITIL Process Improvement

Enterprise Iron Financial Industry Solutions, Inc.


Our client was an IT Services Team for a large Government Retirement Services firm.

Auditors cited incompleteness within their design documentation, prompting the need to engage Enterprise Iron.

These gaps created cyber security vulnerabilities and placed large datasets of PII at risk of breach.

To win client re-bid mandates, the firm had committed to building online withdrawal capabilities.

These would be provided via their plan participant portal to offer industry leading digital services.


Our IT Management and ITIL Process Experts helped define a roadmap towards ITIL maturity.

They emphasized process and procedure standardization for configuration management.

A Configuration Management Database (CMDB) was designed to capture and document the application portfolio at component and component instance levels of detail.

This supported the firm’s choice to use ServiceNow™ as a platform for their ITIL Service Management.

Our Solution Architects worked with Application Service Teams to reverse engineer the legacy portfolio and capture all integrations into the CMDB.

This effort enabled maturing ITIL Service Management processes.

Platform insights were leveraged to drive improvements and modernizations throughout the portfolio.


Audit findings were addressed while avoiding greater regulatory scrutiny.

The client mounted a program to address PII security vulnerabilities with the proper design documentation.

Ultimately, all was captured in the ITIL CMDB tool.

By gaining control of audit findings, the client could focus on modernizing their platform.