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1. Business Analyst : I was involved in gathering the
requirements from the Stakeholders. I documented
the Requirements and Design as well.
2. Designer : Designed this new Catalog Item in the
ISM Service Now Sandbox. Built the backend
Workflow to automate the whole process.
3. Developer : Developed the Catalog Item in ISM
Service Now Sandbox. Wrote the code/scripts for
the frontend as well as backend functionality.
4. Unit Tester : Unit tested the new code to test the
functionality as per the requirements.
The ServiceNow ISM tool supports the
simplified IS processes that help IS improve
service delivery across Amgen.
Information Systems – End user services
and collaboration services
Abhishek S Rakshe ([email protected]) Enterprise Information Systems Technical Services (EISTS)
Reporting Manager - Aditi Kumar (Director IS)
University of Southern California (USC) Masters in Computer Science ([email protected])
Code Development Service Now ISM - Introduction
Introduction - Add/Modify a Service Catalog Item
Implementation
• One central location for all IS services to help IS
staff efficiently communicate and respond to
requests.
• A more intuitive interface featuring user-friendly
reports that support more robust analysis.
• Compliance controls that are integrated into the
tool’s workflow, reducing manual effort.
As users are demanding more consistent and higher quality service, automating Service Requests provides
consistent routing and end-to-end visibility of IS supply chain performance. Driving all requests through the
Service Desk is no longer efficient or effective. There is an increasing need for the strategic view of IS
Services. This was the main motivation behind the project I am doing this summer at AMGEN for the IS
department. My project title is Add/Modify a Catalog Item (Service) in the Service Catalog. It enables
the end user to help add or modify a Service. By using this new functionality we can automate the Service
Requests, decrease the burden on the Service Desk and build an effective and efficient service delivery
model.
My Roles and Responsibilities
Service Catalog provides a central view of
IS Services with automated workflow to
route and track Service Requests.
The Amgen IS Service Catalog Vision
The Service Catalog should be face of the IS
Organization. It should be the first place users go to
find IS services. It should become the centralized,
single source for locating and acquiring IS services,
both from the end user community, as well as
between IS departments. The standardization of the
catalog and its related processes and workflows will
enable improved budgeting and forecasting and
identify precisely where money is being spent.
- Diana McKenzie (paraphrased)
July 27, 2010 Catalog Workshop
Project# 1 - Request Management/Service Catalog
Mentor - Pier Gittens (Principal IS Business System Analyst)
Project Manager - Gregory Barker
What is ISM Service Catalog?
How Service Catalog Works?
Abstract
• Enables End Users/Service Owners to Add a new
Service or modify an existing services in the Service
Catalog.
• New Service provides a convenient method to add a
new service or modify an existing service in the ISM
Service Catalog.
• This Service Catalog Item will help automate the
process of an effective and efficient service delivery.
• It will decrease the # of tickets raised which will help
reduce burden on the Service Desk.
Design
Workflow
UI
1. Platform: The Catalog Item is developed using the
Service Now tool. ServiceNow is a cloud based
software platform that supports IT service
management and automates common business
processes.
2. Code/Scripts: The Client Scripts, UI policies and
Business Rules are written using JavaScript,
Glide- Ajax and other Web technologies.
3. Code Snippet:
4. Operating System: Windows platform.
Project# 2 - Redesign the SharePoint Website
for Integrated Service Management (ISM)
Abstract
In this project, I am redesigning the old website for
ISM. It involves restructuring of the old Webpage,
adding new useful content, standardizing design
as per AMGEN standards. The site contains all the
important information on the Shared document
repositories, Change Management, Knowledge
Resource Center, ISM tool, Quality Center etc.
Currently I am working on the project and recently
finished with the first prototype.
Prototype# 1
Catalog – Realizing the Vision (Future)
• Holistic view of the Request
Fulfillment process
• End-to-end service
performance and costs are
monitored and measured • Effective and efficient delivery of services
• Consistent delivery of service that meet or exceed
expectations
Code snippet