This case study describes how a not-for-profit community credit union serving 150,000 members fixed unreliable ServiceNow CMDB data after a prior partner’s “Quick Start” ITSM and ITOM Discovery rollout produced inconsistent discovery and ineffective asset tracking, making asset decisions, incident resolution, and system health monitoring unreliable while increasing compliance and security risk. Synoptek reimplemented ServiceNow ITSM, ITOM, CMDB, and Discovery from scratch to restore governed, accurate discovery, then used a managed-services approach for enhancement sprints and began integrating technologies to automate routine work. Outcomes included a much improved CMDB health score, stronger governance that reduced misconfiguration risk and improved compliance, streamlined service manage

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