Laljit Uppal

The design and implementation of a configuration management process. I implemented ServiceNow Discovery on-premise and the cloud. I also created and implemented an intake process to streamline new requirements for CMDB under the configuration control board initiative.

The installation, configuration, and maintenance of CMDB remedy applications involving a distributed system between the application, web, and database layers, the BMC ADDM (now Helix Discovery) monitoring tool, and ETL transformation jobs.

I handled incidents and problem management, generated requests for change (RFC), and conducted training sessions for junior team members and management. I also created web services based on complex forms and coordinated with different teams and 3rd-party vendors for incidents and RCA.

Additionally, I collaborated with change management, problem management, and other teams to approve and implement changes within process alignment and the given change window. Finally, I created unique solutions for web solution and SCCM data integration of external data sources.

Acted as a subject-matter expert for ServiceNow ITOM at CN and worked on the migration project's Discovery and Service Mapping from HP Service Manager to ServiceNow.

I coordinated with different supports to gather requirements and Discovery scope. I conducted workshops for credential requirements and implemented Cloud Discovery. I also led ServiceNow Discovery and Service Mapping teams, created and managed techniques and processes with MID server management, and enhanced Discovery and CMDB data health by implementing the vCenter event collector extension.

Additionally, I collaborated with network and system admins and other teams to populate CMDB through Discovery and other interfaces. I also troubleshot and upgraded Discovery and Service Mapping patterns and supported various process teams, asset management, and other projects involving CMDB.

ServiceNow Discovery and Service Mapping implementation at a big telecommunication company.

I conducted workshops for Discovery and Service Mapping credentials and Discovery requirement gathering and constructed a Discovery layout plan in different iterations. I also designed and implemented Cloud Discovery, including new classes, attributes, and solutions to support ad hoc requirements from operational teams and a configuration management process.

Additionally, I provided CMDB, Discovery, Service Mapping, and processes training. I also created scripts and business rules to implement custom ServiceNow solutions, metrics, KPIs, reports, and dashboards. Finally, I worked and supported other processes and support teams to build their confidence in CMDB.