Prasanthi Kovvuri

Achievements: Implementation of On-Call Scheduling using the ServiceNow Agent App for the P1& P2 incident, Implementation of CSDM 4.0 & Integration with the Vendor ServiceNow Instance to handle the Incidents. Responsibilities: · Responsible for gathering the business requirements and implement the ServiceNow technical solution by following the best practices. · Configured the On-Call schedules and enabled push notifications in the ServiceNow Agent App and trigger rules. · Configured Schedules and support groups and provided training for the time of requests and schedules. · Using the Scripted Rest API built the End point API’s so that incidents created on their instance will be pushed to our instance for the fulfilment. · Using CSDM model built the Business Service, Application service & Technical Services. · Configured the Approval, Security and Support groups for the services so that approvals and fulfilments are triaged according to the service selection. · Built Application Access Management Catalog to provide access to the application using the okta identity Provider. · Created and modified several Business rules, Catalog client scripts based on the requirements. · Collaborated with multiple cross functional teams to enable the cleaner data into ServiceNow by eliminating unnecessary data. · Implemented Knowledge Management by creating several Knowledge articles and categorised in user friendly way. · Implements Single Sign On (SSO) with Okta also supporting the local login as well. · Responsible for the release management. · Implementation of Agile Module, within ServiceNow for work and resource allocation. · Created Several Dashboards and Reports as per the business requirements. · Responsible for conducting training sessions for both internal and external users for usage of the Agent workspaces and Service Portal. · Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.

Achievements: Automated the Asset loading from Lynx system into ServiceNow using Scripted REST API’s, Implemented ServiceNow Agile Module for better tracking of work allocation as well as resource allocation and evaluation of the performances based on defect ratio’s. Enabled Agent workspace and chat bot for Customer Service Management. Implementation of ITOM Enhancements on Asset Management. Worked on and created custom email notifications, core ITSM, CMDB, reporting and the service catalog modules. Categorize the Knowledge Management in a better way, easy to navigate and search. Automated the process of retiring the Knowledge Base Articles which are no longer applicable. Led the implementation and optimization of ServiceNow ITOM modules, significantly improving IT service delivery and operational efficiency. Managed end-to-end ServiceNow Discovery processes to ensure accurate and comprehensive asset and CI data. Developed and maintained Service Mapping processes to create accurate service models and dependencies. Enhanced in IT asset visibility and control through comprehensive ServiceNow Discovery and Service Mapping. Configuration and customization Service Portal Web Pages, Widgets and Dashboards. Involved in the requirement gathering from the business and proposed technical solutions.

Achievements: Redefined the Demand Management process by indulging the financial aspects of the projects and enabling higher screening checks will minimal human intervention. Reporting through the Dashboards for the ongoing projects for enhanced views for the business stakeholders.