Remedy Integration

In this assignment, Remedy was integrated with Service-Now. It was bi-directional integration. Incident created in Service-Now created in Remedy using SOAP message. Batch job were created to fetch incidents created/updated in Remedy and create/update same incident in Service-Now.

Peoplesoft Analyst

Created transform map script to create integrate with Service-Now. All users created/updated in people soft loaded into service-now and transform map script load the records to service-now.

Incident, Problem, Change

Out of Box incident/Problem/Change module was updated based on client feedback. Requirement gathering session was conducted to understand the client requirement and Incident/Problem/Change module was updated based on feedback.

New fields were added to support the client requirement along with the set of business and client rule to fulfill client requirement.

Asset, CMDB

Discover all the data in client environment. Load Asset and CMDB data to the Service-Now CMDB module. In order to load the data, we first identified all the configuration items and then clean the data. After data has been updated and verified by the client, it's loaded into the Service-Now.

New fields were added to support the client requirement along with the set of business and client rule to fulfill client requirement.

Outage Module

Developed new application which will create outage information for the users. Which helps them maintain communication for outage, get report of outage etc.

Incident, Problem, Change

Out of Box incident/Problem/Change module was updated based on client feedback. Requirement gathering session was conducted to understand the client requirement and Incident/Problem/Change module was updated based on feedback.

New fields were added to support the client requirement along with the set of business and client rule to fulfill client requirement.

Asset, CMDB

Discover all the data in client environment. Load Asset and CMDB data to the Service-Now CMDB module. In order to load the data, we first identified all the configuration items and then clean the data. After data has been updated and verified by the client, it's loaded into the Service-Now.

New fields were added to support the client requirement along with the set of business and client rule to fulfill client requirement.

PPM

PPM module was enabled and updated based on client requirement. New fields, business rules, client scripts, scheduled jobs were created to meet clients requirement.

Domain Separation

Domain Separation module was enabled and created domain for their locations.

Incident, Problem, Change

Out of Box incident/Problem/Change module was updated based on client feedback. Requirement gathering session was conducted to understand the client requirement and Incident/Problem/Change module was updated based on feedback.

New fields were added to support the client requirement along with the set of business and client rule to fulfill client requirement.

Service Catalog

Service Catalog Request Item, Order guide and record producer has been created based on client requirements. Workflow has been created to support the Approval workflow and task assignment.

Custom Application

Custom application called ACE based on client input. Application was created to request resource hours and allocation. User launches application to make resource request, resource manager receive the request and approve/rejects the requests based on certain condition.

RightNow Data Migration

In this assignment, 3 business applications were moved from RightNow tool to Service-Now due to business reasons. Single-handedly completed the entire data migration piece for all the 3 business applications i.e. Analysis, Design, Strategy, Discrepancies, Data Mapping and Implementation. As Service-Now is a cloud based platform, Java coding was done to automate the migration process and SOAP was used to interact with Service-Now platform. The migrated records also consisted of file attachments.

MID Server

The MID Management, Instrumentation, and Discovery Server is a Java server that facilitates communication and movement of data between the Service-Now platform and external applications, data sources, and services. Installed and configured the MID Server to successfully establish a channel between NYK Internal Network and NYK Service-Now instances on web . This channel is being used and is playing a critical role in getting real time business data for the newly developed applications.

Risk Management

This application is being used to manage the incidents and claims with respect to shipping containers. The incidents are reported for any damages to containers/goods and claims are filed against the incidents by/to customers.

NGA Legal

This application is being used by Legal department to Track the legal cases, Assign it to appropriate personnel within legal department based on load and expertise in matter type and by managers to monitor the performance of staff based on response and resolution time.

NYKS New Hire

This application has been created to streamline the on-boarding process of a new NYKS employee. In order to accurately provision the hardware, software, and services that a new employee will require the details such as role/position of the new employee is entered by HR and the access level and list of software/tools goes through an approval process of concerned personnel before IT dept. implements the request.

Domestic Bookings

This business application facilitates the booking of shipping containers in US. Customer places the request for desired container mentioning various parameters like Container Type, Origin, and Destination etc. The request is then assigned to staff and then goes through approval process. The customer can also see the real time availability of containers.

YLA Pricing

This application is being used to track the pricing quote requests. The customers place the requests for quote based on various parameters like Weight Type, Delivery Type, Mode, Origin, Destination etc. for goods they want to transport. The request is then placed into queue for NYK staff to review the request and publish the quote accordingly to the customer.

Accounts Payable

This application is being used to track the invoices received by NYK. Once invoice is received, it is entered in the system with the details like Invoice Details, Mailroom Stamp Date, the requesting vendor etc and is then put in workflow for review and approval of concerned personnel after which the amount is paid.

NYKS Payroll Legal Deduction

This application is used to track the payroll deductions of internal employees. Various parameters are recorded like deduction cycle, payroll code, amount, schedule etc.

Setup Windows/Unix server monitoring

HP OMW/OMU was used for the monitoring of Unix/windows server in the environment. Client server relation was built between the management server and the servers where monitoring required. Agent was installed on the server where monitoring required.

Setup Network Monitoring

NNM Network Node Manager was used to monitor network devices such as routers, switches, Gateways etc. MIB was loaded for all the devices to support the monitoring.

Set up application Monitoring

BAC Business Availability Center was used to monitor the application performance and availability. Load runner was used to measure the performance and availability of the tools.

Setup reporting

OV PI Performance Insight was used to setup the reporting of servers and network device availability and performance.

Install Agents

Install agents on all the servers where server monitoring is required.

Install/Configure Plugins

HP has provided many plugins to monitor DB, applications. I have installed the plugins for DB monitoring.

Troubleshooting

Troubleshoot all the issue while installation and post installation. Troubleshoot false alerts.