Scope of Services:
Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow
Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow
Key Responsibilities
IT Operations Management (ITOM)
ServiceNow Discovery, associated plugins and integrations
ServiceNow Event Management associated plugins and integrations
IT Service Management (ITSM)
Incident Management, associated plugins and integrations
Problem Management, associated plugins
Change Management, associated plugins and integrations
Configuration Management Database (“CMDB”), associated plugins and integrations
Request Management and associated integrations
Service Request catalogue
Customer Satisfaction (“CSAT”) surveys
Employee Center
Skill Requirements
Scope of Services excludes:
Any development / enhancement work related to Artificial Intelligence (“AI”)
Troubleshooting or development of current Service Maps
Development of platform analytics reports and dashboard
Other Requirements
PROVIDER RESPONSIBILITIES (SPECIFIC TASKS)
As a part of this statement of work, HCL will perform break-fix and enhancement activities the following
activities on Avnet’s ServiceNow instances:
Below is a list of key activities that will be performed by HCL (list not exhaustive):
currently deployed in Avnet.
Build integrations using APIs and native ServiceNow connectors.
Configure changes on ITSM items such as Incident management, Problem management, Change
management.
Enhance and configure changes to Employee Center Portal module in ServiceNow.
Configure and modify CSAT survey.
Configure and modify of ServiceNow classic reports (excluding platform analytics reports).
Configure and modify the Service Level Agreement (“SLA”) in ServiceNow tool as per approved
requirements.
Configure and remediate issues from the Discovery module.
Configure and calibrate Identification Reconciliation Engine (“IRE”) rules
📌 Senioradministrator It Operations Management, Restful Api, Angular Lucknow (India)
🏢 HCLTech
📍 India
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