Reimplementation at PON

PON was already using ServiceNow. The initial implementation had been done by another partner. The request was to do a re-implementation to go back to out-of-the-box as much as possible.

The existing processes had to be maintained. These were already fully set up and had to be connected in the new implementation, just like before.

Since the old CMS was still being used, the Service Portal was also activated. In terms of styling and layout, this is fully adapted to the corporate identity of PON. I also created some custom widgets to provide additional functionality on the portal that is not available by default, such as a widget to assign delegates.

The Service Catalog has also been redesigned. A number of catalog items have been merged. In addition, some order guides have been added, the on-boarding one being the most important.

The Knowledge Base has remained the same in terms of content as much as possible, but has received a thorough review.

I set up an integration between ServiceNow and Active Directory via LDAP and configured Single Sign-on.

Service Portal at Sanoma

Sanoma’s ServiceNow implementation had already received a reimplementation in terms of ITSM, but they were still using the outdated CMS. So I set to work on setting up the Service Portal.

Besides adapting the styling and layout to Sanoma’s corporate identity, I also created several custom widgets to extend the functionality on the portal. These include a widget for managing delegates, a widget that shows the current disruptions with an option to indicate that the user is also affected by this disruption, etc.

Furthermore, the Service Catalog has also been redesigned. Many catalog items have been merged, but also split to make it as user-friendly as possible. Also, order guides have been added to bundle commonly used catalog items, such as for on-boarding and off-baording.

Performance Analytics at Thales

For their customers, Thales wanted to show contract agreements and achieved results in a dashboard in ServiceNow. Since ServiceNow has fairly limited reporting capabilities, I wrote a business plan to implement Performance Analytics, which does provide the necessary functionality to create the various dashboards.

After the business plan was approved, I got to work implementing and configuring Performance Analytics. Then I created the various indicators, breakdowns and widgets and set up the dashboards so that the right data was insightful.

HR at Engie Services

On the existing ServiceNow instance of Engie Services, the HR module was implemented. In addition to configuring the HR module, a number of HR processes were set up for which the necessary catalog items were created in the Service Catalog.

Since Engie uses SAP for their HR database, a link was made between ServiceNow and SAP with SOAP. Submitted catalog items are sent via the link to SAP where the employee’s data is updated immediately.

In addition, I modified the Service Portal where necessary so that the HR processes are shown alongside the IT part. Some custom widgets were developed for this purpose.

Event Management at ASR

ASR was using Netcool Omnibus and Netcool Impact from IBM for Event Management. As the end of support for both tools was approaching, they wanted to explore alternatives for Event Management. Since both tools already automatically created incidents in ServiceNow, one of the alternatives was Event Management in ServiceNow.

Using some success criteria that ASR had set up, I researched. The development instance was used to install and configure Event Management from ServiceNow. I then created a link between ServiceNow and SCOM. SCOM is used at ASR for monitoring and linked to Netcool at the time.

During the research, I discovered a bug in ServiceNow. Because of this bug, sometimes two events were created in ServiceNow for a single alert in SCOM. Through a problem registered with ServiceNow, this bug was fixed in a later release.

Finally, I documented the results of the Proof of Concept.

Workshops and Implementation at Axians

Axians was interested in ServiceNow to replace their IT Service Management package. To support them in researching ServiceNow, I did some workshops where the needs and requirements were discussed.

I also gave a demo of the various modules and components of ServiceNow to show those responsible at Axians what ServiceNow can offer.

After they had made the choice for ServiceNow, I started the implementation. First for 4 business units, others would follow later. This involved the implementation of ITSM, CMDB, CSM, Service Portal and Service Catalog.

The exact requirements were identified through workshops. I provided the technical support, so that the requirements could be directly tested for feasibility. Together with the product owner and stakeholders, the various stories were drawn up.

I then configured ServiceNow and immediately set it up in multiple languages (English, Dutch and French). I installed and configured the various CSM modules so we could start implementing the user stories.

During the implementation I mainly picked up the technical stories and supported and helped my team members where necessary when things were unclear.

I also set up the CMDB and AMDB and made a link with Active Directory. I also implemented Single Sign-on.

PDF letters at Plus

So-called cost letters should be generated for the various stores of Plus. These letters contain information about the various on-site CIs and the associated costs. These letters need to be generated as PDF files, to be sent by e-mail.

Through various scripts I created, the correct data is collected and a PDF is generated. Given the limited capabilities in ServiceNow for generating PDF documents, I had to perform some additional steps in the scripts.