Case Study
ServiceNow ITSM
The brief
At SUMZ Technologies the work was ServiceNow platform development across IT Service Management and HR Service Delivery: building and customising modules so the platform fits each client’s business processes and enforces their governance.
The build
ITSM modules (Incident, Problem and Change Management) configured and customised to align with client workflows. HR Service Delivery solutions that extend case management and service delivery for HR processes. Underneath, the platform logic: Client Scripts, Business Rules, Script Includes, UI Policies and ACLs that enforce business rules and platform security.
Service requests were automated with Flow Designer and Workflow Editor, cutting manual intervention and improving turnaround time. Service Catalog items and Service Portal pages improved the end-user request experience; SLAs and scheduled jobs backed service commitments and recurring platform tasks. ServiceNow was integrated with external systems over REST APIs and JDBC, and releases were validated with the Automated Test Framework.
The lesson
Working that close to business process changed how I approach problems. A technically correct solution still fails if it doesn’t fit how people actually work.
The queue
SLA clock — running
Every ticket carries a clock. The work was getting the platform to keep those promises on its own: SLAs, scheduled jobs, and flows that route without anyone chasing them.
