This project focuses on implementing core ITSM processes using the ServiceNow platform. It manages the complete lifecycle of Incidents, Problems, Changes, and Service Requests from initiation to closure. Business rules, workflows, and SLAs are configured to automate routing, approvals, escalations, and notifications. Service Catalog and Knowledge Management are implemented to enhance self-service and reduce resolution time. The project reflects real-world IT service operations used by large enterprise IT organizations.

This project focuses on developing a centralized customer service solution using ServiceNow Customer Service Management. It manages customer cases from issue logging to resolution through automated case workflows and omnichannel support. Business rules are applied to prioritize cases, assign agents, and enforce response SLAs. Knowledge articles and customer portals are configured to improve self-service and customer satisfaction. The project reflects real-world customer support operations used by global service enterprises.

This project focuses on implementing automated infrastructure discovery and CMDB population using ServiceNow Discovery. It manages the identification of servers, applications, and network devices through MID Server integration. Discovery schedules, patterns, and reconciliation rules are applied to ensure accurate CI relationships and data integrity. Service Mapping is used to visualize business services and dependencies. The project reflects real-world IT asset and configuration management practices followed by enterprise IT operations.