This project focuses on implementing an end-to-end ITSM solution using ServiceNow to manage Incident, Problem, and Change processes within an enterprise IT environment. It covers incident logging, prioritization, automated assignment, SLA tracking, and escalation management. Problem workflows are configured to identify root causes and maintain Known Error records, while Change Management ensures controlled deployments through risk assessment, CAB approvals, and impact analysis using CMDB relationships. The solution improves service stability, reduces downtime, and aligns IT operations with ITIL best practices used by global organizations.

This project focuses on designing and implementing a dynamic Service Catalog and Request Fulfillment system using ServiceNow ITSM. It manages user service requests from submission to fulfillment through automated approval workflows, task generation, and notifications. Catalog items, order guides, and fulfillment flows are configured to streamline IT service delivery. Integration with SLAs, assignment rules, and Service Portal customization ensures faster request turnaround and improved user experience. The project reflects real-world enterprise service delivery models used by large IT service providers.

This project focuses on building a structured Configuration Management Database (CMDB) aligned with the Common Service Data Model (CSDM) using ServiceNow. It manages configuration items, relationships, and service mappings to support impact analysis across Incident, Problem, and Change processes. Data population is handled through imports, discovery, and reconciliation rules to ensure accuracy and governance. The implementation enhances service visibility, supports informed decision-making, and enables scalable ITSM operations commonly adopted by enterprise IT organizations.