ServiceNow ITOM Architecture

Project Duration: 1 year
Project Size: 50+ resources
Main Responsibility: Solution Architect for ServiceNow ITOM

Objectives:
Increase CMDB Data Quality KPIs
Deploy HAM and Device Lifecycle Management processes
Prepare the environment for CSDM adoption
Enhance Discovery through custom patterns

Challenges:
Missing CMDB governance and class ownership model
Lack of foundational ITSM processes
Siloed ways of working across multiple entities within the same group

Solution Implemented:
ServiceNow ITOM (Discovery and Service Mapping)
Integration with Qualys and Zabbix
ServiceNow Flow Designer

Outcomes and Benefits:
Established CMDB governance with a common data model supporting key ITSM and ITOM processes
Implemented HAM-related processes and configurations
Achieved a shared understanding of Group Business Service definitions

IT Architecture

Project Duration: 2 years
Project size : 50+ resources
Main Responsibility : Solution Architect for ServiceNow ITOM and CSM

Objectives:
Increase CMDB Data Quality KPIs from ~75% to 95%+
Automate / Orchestrate integrations with major partners / vendors

Challenges:
Lack of support model for inventory
Lack of ownership for CMDB classes
Resource technical skills

Solution Implemented:
Servicenow ITOM (Discovery)
Servicenow Flow Designer
Servicenow Integration Hub (mainly SQL DB, and REST API)

Outcomes and benefits:
CMDB KPIs increased to 95%+ (each principal class has an owner now)
~1000 exotic devices were discovered due to Custom Discovery patterns (NAS boxes, Siemens Scalance)
Manual work was reduced due to Integration and Automation (Microsoft Intune & Entra, Everphone, CiscoISE, Dell, SOTI)

Project Management

Project Duration: 5 years
Project size : 100+ resources
Background info : Multiple customers, each with dedicated support model

Objectives:
Bring all IBM SaaS / IaaS clients to the same support model for Network

Challenges:
Customer resistance to change
Resource allocation
Poor DC documentation

Solution Implemented:
Following extensive discussions and refinements, all customers were successfully transitioned to a unified support model

Outcomes and benefits:
Reduced IT apparatus
Cost reduction for DC infrastructure : 1 mil+

ITSM & Service Management

Project Duration: 1.5 years
Project size : 15+ resources
Main Responsibility : Transform Inventory to ServiceNow (including integration with other legacy solutions)

Objectives:
Develop / Implement a new inventory support model during parallel production (transition)

Challenges:
Customer resistance to change
Budget constraints
Resource technical skills

Solution Implemented:
Servicenow CMDB
Servicenow Flow Designer
Servicenow Integration HUB

Outcomes and benefits:
CMDB KPIs increased to 90+ percent
Swivel chair work was reduced due to Tools Integration (Science Logic, Cisco ISE, etc)