Introduce yourself

[Lee Burke]

I thought that this thread may be useful for new members to introduce themselves, share a little bit about their ServiceNow implementation and get to know some of the other local ServiceNow community members. 

My name is Lee Burke. I work as a Business Process Analyst and Configuration Management process lead in Bank of Canada's Service Management Office (SMO). We just implemented ServiceNow in the spring of this year and are currently working through the growing pains of introducing a new service, tool and processes into an organization.   

We are currently managing the following processes/practices within ServiceNow:
Incident Management 
Change Management 
Service Catalog 
Request Fulfillment 
Asset Management (hardware and software)
Configuration Management
Problem Management  

We've had many challenges and successes over the past couple of years as we implemented ServiceNow and matured our Service Management processes at the same time.  I'm on here to learn from others, discuss what worked for you, what challenges are you currently having or have overcome and offer guidance and lessons learned from our experiences.  Welcome to the group and I look forward to seeing this community grow!

-Lee

[Thomas Boyer]

Hey Lee,

Was great to get to meet you and your team yesterday and thanks for getting this post going!

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Who am I?

I am Thomas Boyer, and I am the Technology Operations Lead at MD Financial. I wear several hats in my role including Enterprise DBA Lead (I am not a DBA), Technology Change Manager, Major Incident Manager, ITIL Practices Lead, Operations Lead and as I often say, I do ServiceNow work on the side. We have had ServiceNow at MD since the Aspen and I have been engaged on the ServiceNow side for the past year and a half. In that time I lead a relaunch of the platform that was completed as of Aug 4, 2019.

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In the old instance we ran the following modules:

Incident Management
Problem Management
Change Management
CMDB
CMS (old Service Portal)
Connect Chat
Discovery (+Technopedia & BDNA)
Survey (Basic surveys)
Reporting
MID Servers (for discovery)
LDAP Connection, SSO
Service Level Management
Workflows

Defect Module (Custom, never fully used)
Audit Module (Custom, basic, technology focus, automated responses for audit requests) 

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Currently we are running the following in the New York Release

Incident Management + Major Incident Management
Problem Management
Change Management + Standard Change
CMDB
Service Portal
LDAP Connection, SSO
Service Level Management
Workflows (lots and lots of workflows)
SCCM integration to populate CMDB
SCCM + Orchestration for Software Deployment from Catalog Request
Multiple API Connections
High Security Settings + Security Dashboard
Dashboards and Reporting
Visual Task Boards
Agent Workspace (launched in Madrid for ServiceDesk)
Service Portfolio Management (Basic setup, some manual service maps)
Field Normalization (Basic setup - still learning this one)

Scheduled for launch & under development

SAM Pro
Asset Management (Hardware & Peripherals)
Asset Management (Mobile devices)
Defect Management (as part of Agile 2.0)
Release Management
Azure DevOps Pipeline Connection
Targeted Discovery
Advanced Work Assignment

Custom Access Management application

Under evaluation

Release Management
GRC Suite
Orchestration (AD)
Test Management
Performance Analytics
ITOM Suite
Agent Schedule
Project Management with Financials

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We have a small group of us who make time amid our primary roles that do work in the platform. There is myself who provides much of the design and vision, along with some dev work. Marc-Andre Groulx who has been with the platform since it launched and provides a ton of insight into the admin side of the platform and is also the head of our Service Center. And Alastair Brockwell whom is our primary code guy who does IT Operations and Batch Automation as his primary job (outside of ServiceNow). We also have been lucky to have a reoccurring co-op student who has done some phenomenal work.

We have used 3rd parties in the past for development and implementation but have found that there are good things and bad things when working with them. With this relaunch we have been successful with just the 3 of us due to the knowledge that we have of the platform, and the knowledge of how we work as a company. 

I love to talk all things Service Management, ITIL and ServiceNow. I look forward to meeting each and every one of you and getting to work together!

Cheers,

Thomas Boyer

[Claire25]

Hello everyone, my name is Claire Li. I am the Change Management Process Analyst at Bank of Canada's Service Management Office. 

We have managed Change Management process within ServiceNow since spring. It went well but there are still spaces of improvement. 

I am here to learn from all of you, make my eyes opened on achievements with ServiceNow in your organizations/companies, share our experiences and challenges, etc.

Thanks,

Claire

[Marc Roy]

Hello Everyone, is it "too late" to be fashionably late for an introduction on here?

My name is Marc Roy. I'm a Senior Service Management Analyst at Payments Canada.

We started our ServiceNow journey in 2018, went live in 2019 on London. The team originally consisted of myself, and we've grown to 3 resources. 

We've implemented ITSM to replace our old ITSM tool, which shall remain nameless, in support of Incident, Problem, Change, and Request. We implemented without a CMDB. 

A few highlights of our journey:

• Built a Chores app, to allow recurring tasks to be generated and assigned to specific groups/individuals on a defined schedule. (Ex: Service Desk Daily Checklist)
• We built a Catalogue Item that allows ITIL users to submit a generic Service Request with 1 standard task, and X number of custom tasks leveraging a Multi Row Variable Set to capture and trigger the new task details.
• Unfortunately, I feel this is contributing to our catalogue remaining sparse. We are in the process of building new items for ourselves to help showcase the potential. 
• Built an integration between our ITSM (Incident/Problem processes) and another vendor's ServiceNow CSM. 
• Vendor Event Management integration into our Incident Management. 
• Vendor is using our ServiceNow instance to provide support.
• Vendor Fencing is in place to restrict the vendor's view of tickets based on Service, ticket assignment, who created the ticket, etc...
• CMDB Manual feed for the vendor supported environment.
• We are implementing ITOM Discovery to replace this manual feed.

[Thomas Boyer]

Hello everyone,

I am the Technology Operations Lead at MD Financial (now part of Scotia Wealth). What that functionally means is I wear several different hats and have a wide range of responsibilities ranging from Incident Management and Change management to owning and leading the ServiceNow work at MD. 

Our companies ServiceNow journey began in 2011 with the Aspen release and was a basic ITSM implementation to replace a legacy ticketing solution. Between 2011 and 2018 some additional functionality was added onto the platform, but it had remained essentially a basic tool for our support teams to deal with Incident, Problems and Change. 

In 2018 I took over control of the development side of ServiceNow and with the help of 2 other people we completely relaunched the platform to get rid of a bunch of the legacy garbage that had piled up. 

Our platform now has a fully functional ITSM space, including Agent workspace & Service Catalogue that we are continuing to improve. 

In addition we have built a custom application (now on the second version/major release) that handles Access Reviews for a set of critical applications within the company. This included a custom widget, portal, task type and a whole set of different types of imports and workflows. 

We have also doubled down on improving our CMDB by building a series of intakes from other tools (VCenter, CISCO Prime, SCCM, etc) to maintain our technical inventory. 

Our team has been 2.5 people over the past 3 years.

What started off as a grassroots rebuild of the platform has now become a major focus of the management team as we are able to demonstrate how the platform can be used as an enterprise solution that provides value not only in the IT space, but also for compliance, security, and employee experience. 

I have a bunch of other projects on the go and would love to talk to anyone about any of their work.

Look forward to talking to you all about your experiences or plans with the platform!