SERVICENOW

Customer Analytics has significant experience in ServiceNow and can help get you up and running quickly on this popular ITSM platform.

We have a large team of certified ServiceNow engineers with expertise in the full system development lifecycle of ServiceNow: from requirements analysis, story building, sprint planning, development, unit testing and QA, to deployment and sprint review.

We have successfully implemented many innovative and dynamic customizations that have transformed the way our clients manage their projects and processes using ServiceNow. As we have been working with ServiceNow for more than 4 years, we also have experience in migration between ServiceNow versions.

What we do

Examples of modules we support
and customize

  • IPC (Incident, Problem and Change)
  • Service Catalogue & CMDB
  • Self Service Portal
  • Approval for Expenditure
  • Employee Onboarding
  • Project Portfolio Management
  • Timecard
  • VIP Handler
  • LDAP Integration with Single Sign-on
  • Demand Management

Examples of Customizations

  • Response SLA
  • Approvals and toll gate owners
  • Template for new projects
  • Authorization for expenditure
  • LDAP integration with single sign-on
  • Defining workflows for service requests (change, project, service catalog, demand)
  • Roll-up CI in change request
  • CMDB-related customizations
  • Self-service portal form customizations
  • Creation of new UI pages, macro using Jelly script
  • Modification of Cart layout and order status page

IT Infrastructure Support

Customer Analytics provides configuration, maintenance and support of core IT infrastructure and systems.

  • Virtual server implementation and administration
  • Storage and backup management
  • Server patching
  • Failover, load balancing implementation and management
  • Server health monitoring, L2 and L3 support of server infrastructure
  • Antivirus administration and support
  • Network design and implementation
  • Administration and configuration of routers and switches
  • Network monitoring, failover testing, and simulating real-time scenarios and implementation techniques to optimally utilize network bandwidth
  • Hardware/software upgrade management of network devices
  • L2 and L3 support of network infrastructure
  • Network issue resolution with ISP/vendors
  • Database design and implementation
  • Installation, administration and maintenance of database server software and related products
  • Set up of Test, Development, Staging and Production environments
  • Application of service packs
  • Management of database growth and changes
  • L2 and L3 support of database infrastructure and monitoring error logs, and set up of alerts
  • Data security: creating users and assigning permissions based on the level of database access the user requests, create linked servers, etc.
  • Set up and management of database backups
  • Set up High-Availability as part of a disaster recovery strategy for the databases, to include: failover clustering, database mirroring, log shipping and replication
  • Performance tuning of databases and queries
  • Firewall administration
  • Defining network security policy, implementation and administration
  • Endpoint protection implementation and administration (e.g., Barracuda, Symantec)
  • End user, server, network security compliance monitoring
  • Setup, configuration and management of various Microsoft applications, including Dynamics 365, Office 365, SharePoint, Exchange Server…