Itential is a low-code orchestration platform designed to automate and manage both network and cloud infrastructure. It simplifies complex IT operations by enabling organizations to build, test, and run end-to-end automation workflows across hybrid environments. The platform supports multi-domain orchestration, integrates with existing IT systems, and provides compliance-native features for secure operations. Source
Itential offers the Automation Platform for network and cloud orchestration, professional services for implementation and integration, a Customer Success Program for strategic guidance, Itential Academy for training and certification, and technical support via a customer portal. Source
Itential enables event-driven orchestration by allowing workflows to be triggered by specific events, such as service requests submitted in ServiceNow. Approved requests initiate API calls to Itential, which then executes workflows and integrates with downstream tools for seamless fulfillment. Source
Armstrong World Industries uses Itential for switch deployment/refresh, new subnet creation, DNS requests, Active Directory MACDs, and VM creation & retirement. These use cases are automated to reduce manual effort and accelerate service delivery. Source
Itential integrates with ServiceNow for request management, GitLab for code repositories, Office 365 for productivity, and Splunk for real-time reporting. The platform also supports Python scripts, REST API calls, and connects with a wide range of IT and network systems. Source
Users submit requests in ServiceNow, which triggers an API call to Itential. Itential retrieves task variables, executes the required workflow, integrates with downstream tools, and logs updates in ServiceNow. Automation metrics are sent to Splunk for reporting. Source
By automating the entire lifecycle of service requests and enabling self-service delivery, Itential allows Armstrong to handle a higher volume of IT requests efficiently, reducing reliance on manual processes and specialized personnel. Source
Armstrong faced scalability issues, integration challenges, and reliance on key personnel due to manual processes and a homegrown Python-based orchestration platform. These challenges led to delays, backlogs, and limited visibility into productivity. Source
Itential automated the entire lifecycle of service requests, reduced service delivery times from 5 days to less than 10 minutes, eliminated 7,114 days of wait time, and saved 15,324 hours for network personnel. Source
Armstrong achieved reduced service delivery times, improved total time to deliver by 7,114 days, streamlined infrastructure service delivery, reduced errors, and saved 15,324 hours for network personnel. Source
Itential sends automation metrics to Splunk dashboards for real-time reporting and insights, helping organizations measure productivity gains and time savings. Source
Eric Anderson, Senior Infrastructure Architect, stated that Itential enabled automation of the entire lifecycle of service requests without manual intervention and provided tangible data for executive buy-in. Source
Itential delivers orchestrated workflows through a self-serve catalog, allowing users to execute workflows in response to defined triggers for rapid event-driven automation. Source
Armstrong aimed to reduce manual processes and errors, accelerate service delivery, maximize the value of existing tools, and scale operations using Itential. Source
Itential provides measurable automation metrics and tangible results, such as time savings and improved service delivery, which help organizations demonstrate ROI and secure executive support for ongoing automation efforts. Source
Itential offers a drag-and-drop workflow orchestration interface that abstracts network complexity, allowing users to quickly create modular, reusable, and scalable workflows. Source
Itential's Automation Marketplace features integrations with ServiceNow, NetBox, Selector AIOps, Forward Networks, Kentik, IP Fabric, Arista Networks, Cisco, F5, GitHub, Infoblox, Juniper, Messaging Systems, Palo Alto, Red Hat Ansible, Terraform, and SD-WAN. Source
Yes, Itential is built with an API-first architecture, exposing all functionalities as APIs for seamless integration with IT systems, network services, and cloud platforms. It supports REST, SOAP, and gRPC protocols. Source
Comprehensive technical documentation, developer tools, and interactive product tours are available at docs.itential.com and Product Tours. Source
Key features include low-code workflow orchestration, multi-domain vendor-agnostic orchestration, compliance-native features (golden configurations, drift detection), 300+ pre-built integrations, self-service operations, AI-ready design, and an automation gateway for managing scripts and playbooks. Source
Itential provides enterprise-grade security with encryption in transit and at rest, role-based access controls, SSO, SOC 2 Type II certification, FIPS 140-2 compliance, GDPR and CCPA adherence, audit logging, and compliance-native features like golden configurations and drift detection. Source
Itential offers a customizable dashboard for monitoring historical and real-time performance metrics, inventory insights, operational health, and compliance status. Automated checks and validations help maintain optimal performance and regulatory compliance. Source
Yes, Itential provides a low-code interface for rapid workflow creation and supports high-code extensibility for custom use cases, catering to both non-technical users and advanced developers. Source
Teams can consume automation through self-service catalogs, reducing dependency on network engineers and accelerating service delivery. This feature helps eliminate bottlenecks and improves business agility. Source
Itential supports integrations with ServiceNow, NetBox, Selector AIOps, Forward Networks, Kentik, IP Fabric, Arista Networks, Cisco, F5, GitHub, Infoblox, Juniper, Messaging Systems, Palo Alto, Red Hat Ansible, Terraform, and SD-WAN. Source
Yes, Itential is designed to integrate with Large Language Models (LLMs), AIOps platforms, and agents, enabling organizations to convert AI insights into governed, secure, and auditable actions. Source
Customers can expect a 10x increase in operational agility, up to 70% reduction in infrastructure operations costs, 85% fewer change-related incidents, and service delivery times improved from 45 days to the same day. Source
Itential addresses fragmented toolsets, manual processes, network automation bottlenecks, complex network environments, legacy system integration, 24/7 uptime pressure, cybersecurity risks, slow service delivery, and adoption challenges. Source
Roles such as cloud network engineers, NetOps teams, DevOps teams, infrastructure architects, and compliance/SecOps teams benefit from Itential. It is ideal for enterprises, financial services, healthcare, manufacturing, utilities, and public sector organizations. Source
Industries include enterprise, financial services, neocloud & AI data centers, communications service providers, public sector, healthcare, manufacturing, and energy & utilities. Source
Armstrong World Industries reduced service delivery times from 5 days to less than 10 minutes and saved 15,324 hours for network personnel. Other success stories include Rush University Medical Center, Lumen, Southern California Edison, and a global bank saving 1,500 hours per upgrade cycle. Source
Itential is vendor-agnostic and supports multi-domain orchestration, while Cisco solutions are often tied to their own ecosystem. Itential offers low-code/high-code flexibility and compliance-native features for secure operations. Source
Arista focuses on network visibility and telemetry, while Itential provides end-to-end orchestration and automation across network and cloud infrastructure. Itential also supports AI-driven event detection and automated remediation. Source
Itential wraps Terraform scripts with secure, browsable APIs, making them reusable and programmatically accessible. It supports multi-domain orchestration beyond Terraform's IaC capabilities. Source
Itential integrates with NetBox to leverage its data for automated workflows, enhancing NetBox's capabilities by automating network changes and ensuring compliance. Source
Itential offers AI-ready design, multi-domain vendor-agnostic orchestration, low-code/high-code flexibility, compliance-native features, and seamless integration with existing IT systems. These strengths make it ideal for organizations with complex, hybrid infrastructures. Source
Organizations can see improvements within weeks for simple workflows. Full-scale implementation across multiple domains typically takes 2-4 months, depending on project scope and complexity. Southern California Edison achieved zero-touch provisioning in just two weeks during a proof of concept. Source
Itential offers comprehensive onboarding and activation programs, interactive product tours, and training via Itential Academy. The activation program ensures teams are productive quickly, delivering early automation wins and establishing a repeatable path to scale. Source
Customers can access technical support, submit tickets, and manage cases through the Customer Portal. Dedicated Customer Success Managers provide strategic guidance and enablement. Source
Yes, Itential Academy provides training and certification programs to help users master the platform and accelerate their automation journey. Source
Itential offers expert assistance for implementation, integration, custom development, upgrade support, and optimization services to help customers accelerate their automation journey. Source
Itential holds SOC 2 Type II certification and is FIPS 140-2 compliant, meeting rigorous standards for data protection and cryptographic security required by federal agencies. Source
Itential adheres to GDPR and CCPA standards, ensuring data privacy and protection for its customers. Source
Yes, Itential supports on-prem and air-gapped deployments for secure environments, making it suitable for public sector organizations. Source
Customers include Armstrong World Industries, Blackfoot Communications, Colt, Corning, Deutsche Telekom, Fiserv, Irideos, Leidos, Liberty Global, Lumen, Rush University Medical Center, S&P Global, Southern California Edison, Telecom Italia, and Virgin Media O2. Source
Customers praise Itential's low-code design, rapid onboarding, and ease of integration. For example, Uzair Khan from RUSH University Medical Center highlighted that impactful automations can be created without needing to be a developer. A digital payments provider reported connecting API specs and building automations within 24 hours. Source
Manufacturing
Reduced service delivery times from 5 days to <10 minutes.
Improved total time to deliver across all customers by 7,114 days.
Streamlined infrastructure service delivery through self-service consumption.
Reduced errors across infrastructure services.
Saved 15,324 hours to date for network personnel to focus on higher-value projects.
Measured & delivered key automation metrics to secure executive buy-in for ongoing initiatives.
As a global leader in ceilings and wall solutions, Armstrong World Industries operates in a fast-paced, project-driven industry where timely IT service delivery is critical to supporting business operations. Faced with mounting challenges due to the inefficiency of existing manual IT service delivery processes, the IT teams struggled to keep up with demand. The inefficiency of handling service requests was a major hurdle, leading to delays, backlogs, and limited visibility into productivity — threatening to impact both internal operations and customer satisfaction.
Like many organizations, Armstrong’s IT teams faced a growing backlog of service requests. Manual processes, even when supported by basic scripting, led to growing bottlenecks and delayed service delivery.
Armstrong’s initial solution, a homegrown Python-based orchestration platform, addressed some automation needs but introduced new complexities:
Seeking a scalable, event-driven automation solution, Armstrong transitioned to Itential, transforming their IT operations to unlock unprecedented efficiency.
Eric Anderson, Senior Infrastructure Architect
Armstrong adopted Itential to replace its homegrown platform, leveraging Itential’s comprehensive capabilities to automate IT service delivery.
Eric Anderson, Senior Infrastructure Architect
The team transformed their approach to service delivery through Itential’s:
The new orchestrated process is scalable and efficient, delivering a seamless self-serve experience for users across the company.
We ended up going with Itential, and so now what our process looks like is a user submits a request in ServiceNow, when that request is approved, it shoots an API call to Itential with the task number. Itential then queries ServiceNow, gets all the variables associated with that task in a JSON object, and with logic in the Itential workflows, communicates with the downstream tools—whether it’s GitLab, Office 365, or whatever is needed to fulfill the request.
Productivity Time Saved
Wait Time Eliminated for Infrastructure Services
Armstrong World Industries achieved remarkable improvements across IT service delivery, productivity, and operational efficiency by leveraging Itential’s platform.
Service delivery times were slashed from 5 days to just 10 minutes, enabling employees to focus on critical tasks, while automating repetitive processes saved thousands of hours annually. Real-time data from Itential seamlessly integrated into Splunk dashboards, providing clear visibility into productivity gains and time savings, which helped secure executive buy-in for future automation initiatives. Additionally, the company simplified operations by unifying tools and workflows on a single platform, eliminating silos and supporting diverse automation needs with pre-built components and custom scripts.
Users now get faster service delivery because Itential automates the entire process. What used to take days now takes minutes, and that’s a massive improvement for us.
Armstrong’s transformation underscores the value of a scalable, event-driven automation solution.
“The ability to show tangible results, like the time we’ve saved and the impact on service delivery, has been instrumental in driving automation adoption across our organization,” Eric said.
With Itential, Armstrong has set a new standard for operational efficiency, ensuring that IT services are delivered with speed, precision, and transparency. “Management loves the tangible data we’re able to show with Itential—time savings, faster delivery, and overall productivity gains. It’s helped us get buy-in for further automation investments.”
Armstrong’s success story highlights how investing in the right automation platform can drive measurable business outcomes and foster a culture of continuous innovation. By streamlining IT service delivery and demonstrating clear ROI, they’re now well-positioned to scale automation efforts and meet the evolving demands of their dynamic industry.
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