Day: January 10, 2023

Description follows

Description follows

I was a member of the team which designed and introduced ServiceNow hosting in customer’s own datacenters. My duties were: Selection and sizing of the platform hardware in cooperation with ServiceNow Inc. CTO office Additional configuration of RHEL Linux following the ServiceNow recommended best practices Creation and ordering of Network Connectivity Matrixes  Conception and ordering of the Security Stack like Reverse Proxy, Web Application Firewall etc. Hardening of the platform in collaboration with Security Team Installation and configuration of Middleware Applications Maria DB, Oracle JRE, Tomcat Initial setup of ServiceNow Application in cooperation with ServiceNow Inc. CTO office Later on, some instances have been migrated to the cloud. Today the customer maintains hundreds of ServiceNow instances, both for internal projects and for external clients.

Service Request Portal Redesign has been requested by Customer in order to make it more user-friendly, to align the “look&feel” with the customer’s Corporate Design (valid at this point in time) and to add new features. I’ve done it by CSS Customizing and new Workflows. Some Advanced Interface Forms (AIF) have also been implemented, e.g. “All in One Change Request” contains all the necessary data (Financials, CI Relationships, Impacted Areas, Notification Settings, Risk Level Calculation and so on…) to create a full qualified change. Today, about 90% of all manual logged changes are being created using this AIF.  

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Task Board, developed and introduced by me, is a very simplified custom GUI to get quick access to assigned tasks. It follows the same concept as in ServiceNow or Atlassian Jira. A Task Implementor can see only the tasks assigned to him/her or to his Support Group(s). The tasks can be moved by “Drag & Drop” to a new status.  The main functions of Task Board are: Overview of active tasks assigned to Support Group or actual User Status change per Drag & Drop Most important details of a task Creation of comments (Work Logs) Filtering by Root Request number

Description follows

Description follows

Task Console has been drafted and developed as a custom GUI to address the needs of Task Implementors. BMC does not provide a dedicated GUI to work with tasks. The main Idea of Task Console is to offer an overview of assigned tasks (Support Group or Member) and get details of parent request (Incident, Change, Problem Investigation) without opening it. Bulk-processing of tasks was also one of the requirements. Task Console offers a variety of functionalities: Bulk-processing of tasks like status updates or reassignment Details of Parent Request (Incident, Change, Problem Investigation etc.) Booking to Timekeeping Application directly out of console via SOAP interface Request task rescheduling Task Flow visualization Checklists for Implementor User defined Searches  Task Console is used on a daily basis by Task Implementors within the Customer’s support organization.  

“Smart” Change Console has been created by me as a custom GUI to address the needs and “pain points” of the customer’s Change Management Team. The ability to get the global overview of actual, planned and closed changes, to process the Changes without leaving the console and to get all needed information out of involved systems was the main focus in this case. The entire development took place in close cooperation with the Change Management Team. The “Smart” Change Console has many functions, here just some of them: Overview of actual, planned or closed changes with graphical indicators Searching and filtering including predefined or user specific filters, which can be saved as private or public Export of selected changes as XLS or CSV Change details with all relevant fields, including the ability to edit the changes directly from console Flexible Charts and Dashboards with direct access to the shown changes  Integration with Change Calendar, including filtering and direct access to the selected change Integration with other information sources and systems The console is used extensively by Change Managers in their daily business.