Background

Client was formed through the merger of two legacy organizations, creating the need to unify and harmonize organizational master data across the enterprise. A key strategic initiative focused on consolidating Vendor and Customer master data management to establish a single, standardized source of truth.

To support this transformation, Informatica was selected as the central Master Data Management (MDM) platform, integrated with multiple SAP systems. ServiceNow was implemented as the request management and workflow orchestration tool, enabling end-to-end process automation with direct integration to Informatica.

Objectives

• Harmonize Vendor and Customer master data across merged entities
• Establish Informatica as the single source of truth
• Implement standardized, governed request workflows via ServiceNow
• Ensure alignment with enterprise architecture and platform best practices
• Deliver a scalable and maintainable integration framework

Solution

Daita provided technical architecture leadership and end-to-end implementation support for the ServiceNow workstream.

Architecture & Governance

• Ensured adherence to ServiceNow best practices and enterprise technical standards
• Acted as the bridge between functional and development teams, translating business requirements into detailed technical user stories
• Participated in requirement workshops and contributed to cross-entity process standardization
• Coordinated with platform architects to ensure alignment with enterprise architecture and company standards

Team Leadership

• Led a dedicated team of developers
• Provided architectural guidance and technical oversight
• Conducted code reviews and validated technical deliverables

Integration & Development

• Designed and implemented the integration between ServiceNow and Informatica
• Collaborated closely with the Informatica team to ensure reliable and scalable data exchange
• Developed custom ServiceNow widgets to enable intuitive search and visualization of Vendor and Customer data stored in Informatica
• Delivered a user-friendly interface to streamline master data requests and approvals

Challenges

• Harmonizing processes across two legacy organizational structures
• Aligning multiple SAP systems with a centralized MDM solution
• Designing robust integration patterns while maintaining performance and governance standards
• Balancing user experience with strict data governance requirements

Results

• Established a unified and standardized master data request framework
• Improved governance, transparency, and process control
• Reduced duplication and inconsistencies in Vendor and Customer records
• Delivered a scalable integration architecture aligned with enterprise standards
• Enhanced user experience through intuitive data search and visualization capabilities

Conclusion

The solution successfully positioned Informatica as the enterprise single source of truth for Vendor and Customer master data, with ServiceNow orchestrating standardized end-to-end workflows. The implementation provides a scalable foundation for continued harmonization, governance, and operational efficiency across Client’s global operations.