IT Operations Management
Agentless and agent-based Discovery, Service Mapping, Event Management, AIOps, and Health Log Analytics on a single platform.
Book a Discovery CallMost ITOM programmes deliver inventory, not visibility. MainStack implements the full ServiceNow ITOM suite — agentless and agent-based Discovery (Agent Client Collector: ACC-Classic, ACC-Discovery, ACC-Event), Service Mapping, Event Management, AIOps, and Health Log Analytics — as a single operational intelligence layer over the CMDB, so that infrastructure data, service topology, and event correlation finally work as one system rather than five.
Common Challenges We Solve
- Discovery running but not trusted, producing duplicate CIs and stale records that nobody can reconcile
- Endpoints, segmented networks, and remote workloads that agentless MID-server Discovery cannot reach, leaving CMDB blind spots
- Service Mapping skipped or partially configured, leaving impact analysis to tribal knowledge
- Monitoring tools generating millions of events per day with no correlation to actual business services
- AIOps initiatives blocked because the underlying CMDB and event data isn't clean enough to learn from
- Operations teams reactive rather than predictive because log, event, and metric data live in separate tools
[ Why it matters ]
Operational visibility has not kept up with the complexity of the environments enterprise IT now runs. Hybrid cloud, containerised workloads, ephemeral services, and observability tools each generate their own view of the estate, and the typical operations centre stitches them together with dashboards, scripts, and human pattern-matching. When something fails, the time spent identifying which service is affected often exceeds the time spent fixing it.
ServiceNow ITOM exists to collapse that fragmentation. Discovery populates the CMDB with what's actually running. Service Mapping builds the dependency graph between business services and the infrastructure that delivers them. Event Management reduces millions of raw events into a manageable stream of alerts tied to actual services. AIOps adds correlation and anomaly detection. Health Log Analytics brings log intelligence into the same platform. Together they turn the CMDB from a static record into the operational core of how the business runs.
[ How MainStack delivers ]
Every ITOM engagement is sequenced against CMDB maturity. We start with Discovery configuration in the right mode for your estate: agentless Discovery driven by the MID server for traditional and segmented infrastructure, agent-based Discovery using the Agent Client Collector (ACC) for endpoints that the MID server cannot reach reliably, or a hybrid of both. Credential vaulting, IRE rule design, and scheduling that respects production change windows are configured alongside, and Discovery health is measured weekly, not as a one-off go-live metric, so the data quality stays trustworthy long after the consultants leave.
Service Mapping is layered on top of a clean CMDB, tracing application services from the consumer-facing endpoint down through the supporting infrastructure. Event Management is then connected to your existing monitoring tools (Splunk, Dynatrace, Datadog, SCOM, Nagios — whatever the estate uses) with structured event-rule and alert-correlation design. AIOps and Health Log Analytics are introduced once the event stream is stable enough to apply machine learning to. The whole programme is delivered with mandatory governance gates, knowledge transfer, and an embedded operator model so your platform team owns the running ITOM estate after handover.
[ What We Deliver ]
Discovery Foundations
MID server topology design, credential management, IRE rule configuration, and scheduling, all aligned to your network segmentation and change-window constraints. Both agentless Discovery and agent-based Discovery via Agent Client Collector are supported, chosen per workload class.
Agent Client Collector (ACC-C / D / E)
Agent-based coverage for endpoints, segmented networks, and remote workloads the MID server cannot reach. We deploy ACC-Classic for legacy CMDB extension, ACC-Discovery for full agent-based Discovery, and ACC-Event for host-level event collection feeding straight into Event Management.
Service Mapping
Application service mapping for top-tier business services, traced from consumer endpoint through application, middleware, and infrastructure layers, built on a governed CMDB.
Event Management
Event integration with your existing monitoring tools, alert correlation rules, and binding to business services so the operations centre works from a service-aware view, not a flat event list.
AIOps & Health Log Analytics
Anomaly detection, alert clustering, and log intelligence configured on top of a stable event stream, turning operations from reactive to predictive without replacing existing tooling.
Operations Centre Enablement
Runbook design, role-based training for NOC and platform teams, and a continuous Discovery/CMDB health review cadence that keeps the data trustworthy after go-live.
Ready to get started with ITOM?
30-minute discovery call. No pitch deck. We'll tell you honestly if we're the right fit.
Book a Discovery Call