Midland Credit Management takes control of their ServiceNow data with Own

Brian Pedersen, Senior Manager of Managed Applications—which includes Salesforce, ServiceNow, and Sharepoint at Midland Credit Management —oversees a team of core developers responsible for maintaining the knowledge resources, ticketing, and management processes.

Specifically, this team relies on key ServiceNow workflows to drive business outcomes including, but not limited to:

  • IT service management to manage employee requests through their ticketing systems.
  • IT project lifecycle module for planning, creating, testing, and deploying information systems across hardware and software.
  • Configuration management through the CMDB, asset management, and software management to track servers, laptops and users who have been issued one, and permissions to auto-install software.

Because the team relies on data integrated from multiple sources, the loss, corruption or change of data would significantly impact their work.

Having been a customer of Salesforce and using Own for their Salesforce environment, Brian learned more about how Own could be used for other SaaS applications he manages at the Dreamforce conference in 2021.

“I reached out to our account team at Own to see if they were expanding beyond just the Salesforce ecosystem. When informed they were expanding into ServiceNow, I asked to be part of the pilot program.”

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Industry
Financial Services
Headquarters
San Diego, California
Employees
>5,000
Products
Backup and Recovery
Clouds

Backup and Recovery

Challenges

With ServiceNow alone, Brian and team are only able to back up based on ServiceNow’s in-house backup schedule. If something happens in ServiceNow and data gets corrupted or, worse, deleted, they would need to reach out and coordinate with ServiceNow on any data needs.

“If we have to go to ServiceNow to ask for a backup, our choices are limited and we are looking for more flexibility.”

Solutions

With Own Recover for ServiceNow, Brian and team have:

Granular restore of data to their ServiceNow environment to remediate data corruption through scheduled or ad-hoc backups.

99 years of data retention capabilities.

Ability to search across all backup data, including attachments.

Ability to compare backups for changes to easily identify possible issues/items.

Ad-hoc Right-to-be-Forgotten support from backups for legal compliance, including GDPR and CCPA.

Legal Hold support on backup data for FRCP/ESI compliance and litigation purposes.

Results

While Brian has not suffered a catastrophic data loss, they’ve experienced limited outages or issues.

“If something happens, it can be difficult to identify the issue and then try to figure out what happened. While ServiceNow protects their own servers and service, we want something like Own to protect against data loss or corruption that we may cause directly or in-directly. We need to be in charge of our own data for restoration.”

Looking to the future, a side project Brian and team are excited about is ushering data out of ServiceNow and into our single data analytics environment, so other users have access and can use their own model of reporting using that data. Own will be able to help them run the tests when they are ready.

About Midland Credit Management

Midland Credit Management (MCM) is a company that works with consumers to resolve their past-due financial obligations. Since 1953, MCM has been working with consumers to achieve a healthy financial outlook by empowering them through education and customized payment plans.

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The configurable 99-year backup history can be great for auditing. We can set a compliance process to back up the data and purge the metadata backups on low-environment backups in accordance with our own record retention policy. It's functions like these that help keep our data secure and protect against audit fines.
Brian Pedersen
Senior Manager over ServiceNow and Sharepoint
I reached out to our account team at Own to see if they were expanding beyond just the Salesforce ecosystem. When informed they were expanding into ServiceNow, I asked to be part of the pilot program.
Brian Pedersen
Senior Manager over ServiceNow and Sharepoint
Financial Services
Backup and Recovery