ServiceNow Trusted Advisor: Equinox Gold
Established Technical, Strategic, and Demand Governance for ServiceNow. Implemented and led a team to deliver many small demands. Delivered a capability map, strategic map, and timeline that enabled leadership to implement the most valuable products and processes for the entire enterprise.
Built an external, automated External Change Management integration in less than 30 days that allowed Azure DevOps staff to work out of DevOps and automate Change Request creation and updates. The only manual part of the process was managing Change Request approvals in ServiceNow. Revamped the Change Management implementation that streamlined the process in ServiceNow and ensured the solution was data driven. Revamped CMDB and CSDM usage to support ITSM processes, provide business context, and enable business capabilities that identified multiple paid tools across the enterprise that were delivering the same outcomes.
A new ServiceNow product purchase was proposed with the intention of consolidating 3 different software tools used to deliver a single business capability. A business outcome workshop was conducted to provide an outline for a demo to address all business needs. Once the demo was conducted and a go forward decision was made, then an internal licensing exercise was executed and that uncovered an opportunity to save on license costs. The most cost-effective business proposal was created to maximize the value of the new product purchase.
The CMDB data was not being maintained and there was no operational processes defined to manage the data, which led to a reduction in value being realized from the CMDB. An initial review and action plan was created to address immediate issues at their source (either through updating Discovery or by updating CMDB health management processes to clean the data and automate operational maintenance. This resulted in a CMDB health score of over 99% in all categories. The improved score strengthened the CMDB foundation that enabled accurate reporting capabilities for ITSM processes.
The CSDM was not implemented and therefore leadership had no visibility into which infrastructure supported which business services/capabilities. By mapping out services with a focus on the most critical services, an understanding of the impacts of infrastructure on the business was realized. This enabled data-driven, strategic decisions that resulted in focusing investments into areas of IT that delivered the most measurable value to the business.
The Service Catalog lacked a unified implementation approach that resulted in a poor delivery experience and experience for requesters, approvers, fulfillers, and service owners. A strategy was implemented that worked with Demand Governance to showcase Service Catalog capabilities and their business benefits. Technical governance was implemented to unify all implementations, standardize values and processes, which delivered a better experience for all involved. Delivery timelines were also shortened from an average of 2 weeks to implement to 2 days (86% reduction).
