- Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow
- Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow
Key Responsibilities
1. 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 for CMDB.
- Configure of new correlation and suppression rules on ServiceNow ITOM event management
- Develop any new Service Request including development of workflows using flow designer, record
producers.
- Event Management: Verify and perform clean-up activities
- Create dashboards to reflect the accurate ServiceNow licensing consumption information
- Create cloud resources and workspaces covering visibility and cost, verification and