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I&O assists with ServiceNow launch


Brenda Carpen
Brenda Carpen

Infrastructure & Operations provided significant work to and played a major role in the launch of ServiceNow.

Individual I&O groups had a hand in many aspects and components of the project. They worked on configuration changes, testing, debugging, tech support, workflow, defining and developing components, installation, tabletop exercise and knowledge transfer.

“What I&O provided was technical expertise to help us solve highly technical, very difficult problems,” said Brenda Carpen, Project Lead for ServiceNow and an ITS project manager.

Finding solutions faster

Having that additional technical expertise helped the project team more rapidly work through issues, she said. When you can reach out to a wider group of people, you can find solutions faster.

”I really loved that approach. It was fantastic,” Carpen said.

ServiceNow project leaders have multiple examples of how they were able to plug into that expertise of the various I&O groups, Carpen said. Stephen Braswell of I&O’s Global Systems unit figured out the API. Brent Caison, also of Global Systems, worked with some of the core group on the proof of concept. During the week of implementation, Braswell, Caison and John Godehn addressed single sign-on issues, among other troubleshooting.

Some spent half their time on project

Staffers from Global Systems served on the ServiceNow primary project team. Some members of the unit spent as much as 15 and 20 hours per week on the project for the duration of the Contender engagement, so basically half their time.

Brent Caison presents at the ServiceNow Retreat
Brent Caison presents at the ServiceNow Retreat

Caison was the stream lead for discovery/CMDB while Chuck Crews’ team did the heavy lifting on discovery/CMDB. Richard Hill was a key member of the incident stream and a sentry for go-live. Godehn and Braswell conducted ad hoc integration work

Crews, Bruce Messick and Patrick Murphy did the knowledge transfer and testing on discovery and CMDB with Contender.

Braswell, Godehn and Caison also worked on Xmatters integration, email in functionality, Splunk to ServiceNow integration and the Oracle Enterprise Manager (OEM) to ServiceNow integration.

The Enterprise Operations unit also played a meaningful part in the ServiceNow launch. The unit participated in work streams and ServiceNow teams, contributed information on process, and worked with other groups to develop solutions.

For the xMatters piece, Enterprise Operations unit members worked on ServiceNow and Remedy configuration changes, tested functionality of notification delivery, and debugged authentication failures, credentials and roles.

Members of the Enterprise Operations team also helped with the console, placemat, incident/problem work stream and the ServiceNow major incident tabletop exercise.

The Middleware Services group, meanwhile, helped with service request design and redesign and acceptance testing.


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