tf-now

IT Service Management

• Incidentmanagement
• Requestmanagement
• Changemanagement

IT Operations Management

• Configurationmanagement
• Eventmanagement

Starting as the responsible stream lead for the ITOM (IT Operations Management) Module, I focused on the CMDB and to interlink the configuration management processes into the organization. As I implemented the previous CMDB I was quite aware of the do’s & don’ts. To ensure thate we didn’t get stuck in the old way of implementing things, we reassembled the processes from scratch. To my relief we were not far away from the former layout, but got a bunch of tools to renew some outdated habits. One of the helpful thoughts was the following:

„It’s not the question if we can do it, but if we should.“

We managed to set up the configuration management processes according to the ITIL4 framework. Consisting of the following sub processes:

1. Management and Planning
2. Identification
3. Controlling
4. Status accounting and Reporting
5. Verification and Audit

Each process required several customization and even development in the Platform itself, which was managed by my authority. The necessary implementations were documented in user stories and assigned in three weeks sprints. At the final transport to the production, each user story had to be tested. To automate those tests we used the ATF (Automated Test Framework) from ServiceNow itself.

After becoming more and more familiar with the Now Platform, and with the growing need of an overarching entity, I was offered to become the Platform Owner and so called „Servicemanager“ for ServiceNow in twinformatics.To ensure all acting developments will head into the same direction and will achieve most value, the Scrum team was shifted to my responsibility. Together with one Scrum Master, eight Developers, seven Process experts and hundreds of interested parties I continue to maximize the performance and everyday outcome of our Platform.