ServiceNow Operations Suite

Problem

The IT team at Morningstar ran daily infrastructure and network checks manually, recording findings in spreadsheets and creating ServiceNow tickets by hand when issues were found. The lag between detecting a problem and opening a formal ticket was measured in hours, sometimes days. Meanwhile, operational data sat inside ServiceNow with no clean way to surface trends, identify systemic issues, or show leadership what was actually happening across the global IT estate.

Approach

• Audited the existing manual checklist process to understand what IT and network staff were actually checking, how they documented it, and where the friction points were.
• Built two Canvas apps in Power Apps — one for daily IT checks, one for network operations — designed for fast, mobile-friendly entry with mandatory fields that enforce data quality.
• Wired both apps to Power Automate flows that automatically create, categorize, and route ServiceNow incidents the moment a checklist item is flagged, eliminating the manual ticketing step entirely.
• Built a full suite of Power BI dashboards on top of the ServiceNow API: incident volume and MTTR, open task aging, asset status, and escalation patterns by team, site, and priority.
• Worked closely with IT team leads to ensure dashboards reflected the questions they were actually trying to answer, not just the data that was available.

Tech stack

Impact

• MTTR reduced from multiple days to under one day following deployment — a measurable, sustained improvement visible in the ServiceNow data.
• IT team efficiency improved by approximately 80%, largely by eliminating manual ticket entry and freeing staff to focus on resolution rather than documentation.
• Both checklist apps remain in daily production use across the IT and network operations teams.
• Leadership gained real-time visibility into operational health for the first time, replacing weekly manual status reports.

Screenshots