Stockland – Enterprise integrations + automation (measurable workload reduction)

Overview

Designed and delivered enterprise integrations and catalogue automations to reduce Service Desk workload, improve CI/device data quality, and remove double-handling across tools and partner instances. A major focus was automation-first fulfilment, including catalogue items that required no technician involvement.

Platform: ServiceNow · Focus: Integrations, automation + security alert intake · Engagement: Delivery uplift across ITSM + SecOps touchpoints

The situation

The platform supported a large operational footprint with high demand. Manual fulfilment steps and cross-tool handoffs were consuming Service Desk and L2 time, and CI/device information needed to be more complete and current to support reliable ITSM outcomes. Security teams also needed faster, more structured handling of security and vulnerability alerts.

What I delivered

  • Integrations to automate endpoint/device population (e.g., SCCM and Azure sources, plus identity sources as required)
  • Mobile device data integration to improve asset/CI coverage
  • SAP Solution Manager integration to reduce double-handling of tickets across teams/tools
  • Custom ServiceNow-to-ServiceNow integration to streamline work with partner/managed instances
  • Tenable.io security alert integration to improve visibility and routing of vulnerability findings
  • Catalogue fulfilment automation, including automation-first fulfilment for ~50% of catalogue items, with some requests requiring no technician involvement
  • Email-based integrations for fast, pragmatic delivery where appropriate

Approach

  • Prioritised integrations that removed real operational workload (not “integration for integration’s sake”)
  • Designed for reliability and supportability (monitoring, failure modes, handover expectations)
  • Iterated in waves: deliver, measure, refine, then expand coverage

Outcomes

  • Reduced Service Desk effort by ~40% through catalogue automation and integration-led workload reduction
  • Automated ~50% of IT catalogue fulfilment, including “no-touch” fulfilment for selected requests
  • Reduced L2 effort by routing/automating work into partner instances rather than manual processing
  • Improved completeness and timeliness of endpoint/device records supporting operational decision-making
  • Improved visibility and handling of security/vulnerability alerts through Tenable.io integration

Key decisions and design choices

  • Chose pragmatic integration patterns (API where appropriate; email where speed mattered)
  • Focused on the workflows that created the most “touch time” for Service Desk and L2 teams
  • Treated CMDB/device data as operationally valuable only when it stays current and consistent

What this enabled next

  • Better end-to-end automation of catalogue fulfilment
  • More consistent operational data for reporting and planning
  • Stronger platform capability to scale without linear headcount growth

Tools and capabilities

ServiceNow integrations, SCCM/Azure and identity sources, Tenable.io, ServiceNow-to-ServiceNow integration patterns, workflow automation, catalogue fulfilment automation, CMDB/device enrichment.

If you’re tackling something similar

If your Service Desk and L2 teams are drowning in manual effort, I can help you identify the right integrations and automations to measurably reduce workload and improve data quality.

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