ServiceNow Implementation

1200 people affected
3 month project

Project Description

ServiceNow Implementation from Scratch

We implemented Incident, Change, Problem and Service Catalog from scratch using ServiceNow.

For incident, we had automated prioritization and dispatch; For Change we had normal + emergency + agile + standard (3 types initially), which one with a different workflow, for Service Catalog we had more than 100 items implemented at once; For Problem we had bidirectional JIRA integration. It was a project with a lot of experience!

Lessons Learned

Probably the only thing I would do differently is to spend some more time defining the CMDB, what we will have and at what level, as the CMDB is the base for all other processes.

Highlights

ahead of schedule
under budget
received recognition / award
support from colleagues

Difficulties

large no. of people impacted
authentication method
too harsh security policies

Technologies Used

Technical Skills Used

  • REST
  • Javascript
  • ServiceNow Framework
  • HTML + CSS
  • ITIL

Technical Certifications Used

  • ServiceNow Implementation Specialist
  • ITIL v3
  • ServiceNow System Administrator
  • Barueri (BR)-23.5106-46.8761
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