ITSM Implementation

Implemented Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management from scratch.

Attended meetings, taking requirements, understanding, and suggesting best OOTB features of ServiceNow to minimize customization.

Configured forms, Workflow, Notification, Email scripts, Business Rule, Script Include, Client Script, Schedule Jobs, etc.

Integrated SCCM with Servicenow and updated ServiceNow CMDB. 

Created the requested items, catalog policies, workflow for approval, and process flow, etc

SSO set for the client.

Testing the implementation done and moving the update-set to the client production instance.

CSM Implementation

Attended meetings to take requirements from the client, suggested OOTB features and configurations and implemented the requirements.

Configured Case Management form, created parent-child relationships, configured Major Case management, Agent workspace, flow designer, etc.

Automated tickets assignment by Assignment rules, integrating Workspace using CTI, and 3rd part application Verison. 

Worked on Mobile Agent App.

Testing, debugging, and getting approval from client to move update-set to prod.

Discovery Implementation

Set-up Discovery and assigned Discovery schedules.

Set-up IP ranges with Discovery schedule and runs Discovery to discover CI's.

Analysis of Discovery phases Scanning, Classification, Identification, and Exploration.

Analysis of probes, sensors, and patterns.

Fixing errors after the discovery scan and suggesting error fixes

credential set-up for the port scan.

Integration

TFS, Slack, Teams Microsoft, SAP, Jira, etc using REST API and IntegrationHub