Overview of Service

IT Service Management is a general term that describes a strategic approach for designing, delivering, managing and improving the way information technology (IT) is used within an organization. The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.

Need an ITSM solution from idea to implementation? Need service management process improvement? Is change management giving you fits? We can work closely with you and leading vendors to implement what works for you and your business.

TekVisor Skills

  • ITSM strategy and roadmap creation

  • ITSM project management

  • Service Management product selection

  • ITSM process definition and implementation

  • ServiceNow implementation

  • Integration partner management

  • Basic ServiceNow development

  • Integration of Microsoft SCCM into ServiceNow

  • Integration of ServiceNow data into other external systems

  • Enterprise report creation

  • Complex ITSM process problem solving

  • ServiceNow AM/CMDB process ownership

  • ITSM communication and training

  • ITIL v3 Foundations Certified

Employee Accomplishments

Product Selection

  • Created extensive RFP to bring in a full ITSM solution
  • Participated on the core project team to select and bring ServiceNow into the company
  • Helped determine the 3rd party implementation partner to be used for development

Training

  • Completed the ITIL v3 Foundations course and passed certification
  • Attended ServiceNow administration training
  • Completed ServiceNow user training
  • Created extensive training content for both internal IT and business customers for ServiceNow and ITSM process implementation

Process Definition and Implementation

  • Performed extensive gap analysis on existing ITSM processes in place
  • Worked on the team to establish the incident, problem, and change management processes
  • Took on personal responsibility for the execution of comprehensive asset and configuration management processes
  • Acted as main liaison between the company and the implementation partner
  • Participated on the Change Advisory Board as a key member

Development

  • Developed new configuration items and screens in ServiceNow to enhance the asset and configuration management processes
  • Built out existing configuration items in ServiceNow to match the implemented asset and configuration management processes
  • Created an extensive reporting structure for CMDB as well as for incident, problem, and change management
  • Developed a portal to pull data out of ServiceNow for additional compliance reporting
  • Created and implemented update sets for the above development efforts

System Integration

  • Implemented ServiceNow discovery to pull in CI data from all over the environment (servers, UPS devices, printers, desktops, etc.)
  • Integrated Microsoft SCCM into ServiceNow to bring in additional CI data for reporting and management
  • Created connectors to pull ServiceNow data out and into a portal, linking multiple systems together under one umbrella

System Use

  • Ran comprehensive reports outlining SLA attainment, change management success, and configuration management compliance
  • Created an audit checklist to ensure proper ServiceNow use and data integrity
  • Conducted outlined ServiceNow and ITSM process audits to ensure accountability and data accuracy
  • Used ServiceNow to update the CMDB, create incidents, problems, change, and request tickets