ServiceNow Professional Services

• Create custom change Screen/ Field Design with up to 10 custom fields, up to 5 custom UI Policies, and up to 3 UI Actions (buttons)
• Change Tasks
• Create solution for managing affected Cls
• Change Calendar
• Automatic Approvals
• Enable risk management plug-in and create custom questionnaire and thresholds for risk assessment, if required (Otherwise, keep risk calculation function, which uses Priority and Impact fields)

• Create up to 1 parent workflow
• Create up to 4 types of change management workflows (I.e. Normal, Emergency, Standard, Urgent)
• Create up to 5 sub-flows to fit into each general workflow (I.e. approval steps)
• Create up to 10 custom scripts for each approval sub-flow
• Create up to one custom workflow stage set, if using custom workflows
• Create up to 10 custom security groups
• Create up to 5 custom roles that will serve to grant the above-mentioned groups their security and permissions
• Create one roll-back scenario for each approval activity
• Create timers and notifications, if required, in each approval activity

• Create up to 8 custom reports based on the specific change request table being used

• Create up to 2 custom dashboards for different users

Create up to 5 custom Application Menus and Modules for Change Management, Reporting, Administration, and CMDB

• Train staff on the management of the CMDB
• Provide skills transfer on the following:
• Dashboards
• Group/Role management
• Adding custom table columns and corresponding form fields
• Adding hints to form fields
• Management of the risk assessment questionnaire
• Using the change history calendar
• Creating Custom Reports
• Customizing email notifications
• Managing UI policies

• Conduct gap analysis workshops
• Develop integration requirements
• Develop data requirements
• Define work backlog (Document in SCRUM)

• Set up core systems
• Perform sample import common data
• Collect detail, SLAs, and current reporting needs
• Once foundation data is complete and synchronizing, use it as a single source of truth

• Develop a standard set of templates to be used for Asset
• Provide skills transfer for all customization
• Provide training of products in a “train the trainer” format
• Establish a system that supports flexible asset workflows, which we believe will lead to operational efficiencies
• Streamline the change request process by providing a web-based, intuitive GUI interface for customers and IT service providers that encourages customer self-service
• Implement an easily supportable and configurable application
• Develop the look and feel of the UI
• Import required images and develop CSS to brand solution

• Create categories of asset models (computers, servers, printers, software)
• Create asset models. Models are specific versions or various configurations of an asset, such as a MacBook Pro 17″
• Create individual assets, such as hardware, consumables, and software licenses (If you used a discovery tool, you may already have many assets identified accurately)
• Manage assets by counting software licenses, viewing assets in stock, setting asset states and sub states, and analyzing unallocated software

• Port based probes
• CIM Classifications
• Classifications based on discoverable data
• CMDB Data import and discovery based on SolarWinds and SCCM

• Relationship for Cl and BSM
• Applying security to Cl
• Cl Relation Rollups
• Affected Cls
• Mapping relationships

• Blank IP
• Cls Not Discovered
• Duplicate Cl by IP Address
• Duplicate Cl by Serial Number
• Not Classified
• Not Responding
• Connection Errors

• Create workflows to support parent child
• Create/ develop screen and layouts to support new Service Requests
• Develop the CMDB relationships to support Service Requests

• Documented system and reporting requirements to support necessary configuration and development
• Initial project plan that identifies necessary tasks for configuration, development and testing
• System Configuration skills transfer
• CMDB upload and maintenance skills transfer

• Complete within 5 business days of turnover
• End User Testing
• Go Live Checks

• Include Definitions (Javascri pt)
• Fix Scripts (Javascript)
• U I Scripts (Javascri pt)

• python
• node.js
• perl

• Develop probes required to update ECC queues
• PowerShell probe configuration for parameters and credentials
• SSH probe configuration for parameters and credentials
• Configuration of MID Server to work with Orchestration

• Activities to include: DNS Name resolution, SNMP, SOAP, Run Probes
• Develop AD add/disable/remove/reset/update
• Develop PowerShell change states, install windows app, join domains, restart windows and run scripts
• Develop Linux file copy/replace/write/delete, scp and custom scripting

• Activities configuration with VMware
• Custom activities packages
• ServiceNow Orchestration Provisioning
• Catalog items for VM Templates
• Catalog items and workflow specific to provisioning

• Install VMware Orchestration provisioning
• Enable VMware provisioning
• Configure vCenter and the ESX Server
• Configure ServiceNow
• Configure Approvals
• Configure Provisioning
• Configure VMware workflow activities
• Configure MID Server Probes

Server Side (within ServiceNow)

• Include Definitions (Javascript)
• Fix Scripts (Javascript)
• UI Scripts (Javascript)

Client Side (External SNOW)

• python, node.js, and perl

• Determine VMware activity results values
• Managed Object Reference ID
• Virtual Machine UUID
• Adding Disk
• Changing Network & State
• Check the VM Alive State
• Cloning
• Configure Windows / Linux
• Deleting Snapshots
• Get VM Events and Guest Info
• Select IP Address and Name

Activate the Orchestration plugin to add workflows to the Workflow Editor (if necessary), to include:

• • Basic Orchestration activities
• SSH, VMware, and PowerShell activities
• Active Directory activities
• Amazon EC2 activities
• Puppet

• Create Puppet Master Server
• Lock the Version
• Setup Names and Certificates
• Configure Puppet Master
• Install Puppet Agent
• Configure Puppet Agents
• Add required modules to Master and Nodes
• Create Manifest

• Configuration of Puppet Resources
• Perform Puppet discovery
• Create Puppet schedules
• Management of the Puppet nodes
• Create set of Node Definitions
• Design and declare Puppet classes
• Define Cl-level attributes
• Integration of Change Management and Puppet
• Install the Puppet Server software
• Activate the Puppet Configuration Mgmt. plugin
• Set up Key Stores and a User Account•
• Configure Puppet Properties
• Discover Puppet servers to import resources into the ServiceNow instance
• Manage Puppet nodes and create node definitions
• Add and Edit Puppet Node Attributes
• Create Puppet VM templates and catalog items
• Test completing provisioning tasks

• Enable Cloud Provisioning application with ServiceNow instance (if necessary)
• Enable Discovery plug-in in ServiceNow instance
• Define Groups and Roles for each service activity:
• Assign Roles to Groups
• Assign ServiceNow users to Groups
• Customize the Discovery dashboard as necessary (up to 2 additional or different gauges)
• Set up credentials for orchestration processes to include AWS, Basic Authentication, CIM, SNMP, SSH, VMware, vRealize Automation infrastructure Windows
• Configure forms for each of the orchestration service requests per request
• Create catalog items and pricing for each item provisioning offer
• Create any necessary probes as needed other than out of the box probes found in the ServiceNow system
(Orchestration> Definition> Probes).
• Manage input and output variables for activity designer
• Test and approve out of the box orchestration workflows AND/OR
• Copy existing out of the box orchestration workflows and add approval and notification activities
• Configure approval activities for each orchestration requests to include:
• Assigning users/groups
• Configuring approval requirements for workflow recognition and advancement
• Test approvals in workflow
• Configure workflow schedules and documentation tabs
• Create new activities (with custom inputs and outputs) under the workflow engine
• Integrate vRealize Automation with ServiceNow
(though API and custom plug-ins) to generate service tickets or update the CM DB

• Conduct gap analysis workshops
• Conduct BigFix asset workshops
• Develop integration requirements
• Develop data requirements
• Define work backlog (Document in SCRUM)

• Set up core systems
• Perform sample import common data
• Once foundation data is complete and synchronizing, use it as a single source of truth

• Develop a standard set of templates to be used for BigFix assets
• Provide skills transfer for all customizations
• Provide training of products in a “train the trainer” format
• Establish a system that supports flexible asset workflows, which we believe will lead to operational efficiencies
• Implement an easily supportable and configurable application
• Develop the look and feel of the UI & import required images and develop CSS to brand solution

• Define user with appropriate roles within ServiceNow
• Define MID Server to pass REST messages through
• Develop REST API message within ServiceNow Instance
• Utilize the REST API explorer to provide endpoint, method and query parameters
• Build sample REST API requests from ServiceNow to BigFix
• Develop Create Record – activity dynamically creates new ServiceNow records using standard or customized ServiceNow forms
• Develop Get Record – activity returns records meeting specific filter conditions
• Develop Update Record – activity updates specific records
• Develop Delete Record – activity deletes specific records • Develop Monitor Record – monitor for new or updated ServiceNow records
• Develop Import Set – activity inserts a record into a ServiceNow import set table
• Develop Run Query – retrieves records from a ServiceNow table using a ServiceNow encoded query string
• Create classifications of asset models such as Windows, Linux and AIX
• Create individual assets, such as hardware, consumables, and software licenses (If you used a discovery tool, you may already have many assets identified a
• Manage assets by counting software licenses, setting asset states and sub states, and analyzing unallocated software

• Port based probes
• CIM Classifications
• Classifications based on discoverable data
• CMDB Data import and discovery based on SolarWinds and SCCM

• Relationship for Cl and BSM
• Applying security to Cl
• Cl Relation Rollups
• Affected Cls
• Mapping relationships

• Blank IP
• Cls Not Discovered
• Duplicate Cl by IP Address
• Duplicate Cl by Serial Number
• Not Classified
• Not Responding
• Connection Errors

• Create workflows to support parent child
• Create/ develop screen and layouts to support new Service Requests
• Develop the CMDB relationships to support Service Requests

• Create workflows to support parent child
• Create/ develop screen and layouts to support new Service Requests
• Develop the CMDB relationships to support Service Requests

• Documented system and reporting requirements to support necessary configuration and development
• Initial project plan that identifies necessary tasks for configuration, development and testing as coordinated by vendor
• System Configuration skills transfer
• CMDB upload and maintenance skills transfer

• End User Testing
• Go Live Checks