Automating the Release Path at TomTom

Faster Deployment and DORA Metric Visibility

Core Challenge

Location data has to shift in real time to reflect traffic and points of interest, and TomTom's 160 development teams own the CI/CD pipelines that deliver it. Manually approving emergency changes and QAs and managing tickets across Jira, Slack, and PagerDuty had become a bottleneck; some tools sat dormant, while others lacked the functionality developers needed.

Leadership also had no infrastructure to track DORA metrics: no baseline for lead time, deployment frequency, MTTR, or change failure percentage.

Automated Change Management and Visibility with RapDev

SERVICENOW DEVOPS DEPLOYMENT

RapDev's engineers recommended the ServiceNow DevOps application as the backbone for tracking DORA metrics. Once RapDev's team deployed it, leadership had baseline data on deployment frequency, mean time to restore, and change failure percentage across 9,000 code repositories.

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JIRA & PAGERDUTY INTEGRATIONS

As a ServiceNow Elite Partner, RapDev implements existing platform integrations and builds ServiceNow-native ones as clients need them. Jira and PagerDuty connections automated the change management workflow and tightened overall ticket handling.

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ONE-TOUCH APPROVALS IN SLACK

RapDev built Slack integrations that let development teams approve QAs and emergency changes without leaving the tool they already work in. What had been a multi-step bottleneck in the release workflow became a single action.

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CUSTOMER SELF-SERVICE PORTALS

TomTom's customers needed baseline data, availability reports, and performance management tools of their own. RapDev launched self-service portals giving them direct access to reports, records, and metrics, lifting satisfaction alongside internal velocity.

Better Visibility, Faster Deployment, and Happier Customers

“For anything that we can't handle or is a huge piece of work, RapDev will be our provider of choice. If you have traditional vendor problems with scope control and extra charges, it's never been like that with RapDev.

That's part of why we extended our contract for several phases of more support."

- Scott Mitchell | Head of IT Service Management, TomTom

ServiceNow Expansion Opportunities

With ServiceNow's value proven, TomTom is looking to implement the platform across its entire organization, extending automation, visibility, and data-driven decision-making to every development team. RapDev continues to support the rollout as TomTom scales.