MMonish Ali
Menu

What I work with

ServiceNow modules

ITSM

Incident, problem and change management, SLAs and workflows, configured and customised to each client’s process.

HRSD

HR services, cases and criteria, lifecycle events, COE policies, assignment rules, translations and case security.

IRM: Risk and Privacy

Integrated Risk Management for risk assessment and controls, plus privacy management for data protection.

CSM

Customer Service Management configuration alongside ITSM and HRSD.

SPM

Strategic Portfolio Management: demand, project and portfolio planning that ties work to business goals.

Integrations

Bi-directional REST and SOAP integrations and Scripted REST APIs that sync records with HR and IT systems or other ServiceNow instances, with automatic case creation, assignment and error handling.

AI Control Tower

Central governance and oversight of AI use across the enterprise: inventory, risk and compliance.

Flow Designer & IntegrationHub

Flows, sub-flows and custom flow actions that automate approvals, case creation and hand-offs between systems.

Custom Scoped Apps

Applications built from scratch, including custom processes that replaced paid third-party tools.

Service Catalog

Catalog items, record producers, variable sets and multi-row variable sets for both ITSM and HRSD.

Performance Analytics

Indicators, breakdowns, scorecards and dashboards, such as monthly CSAT and per-agent SLA performance.

Virtual Agent

New and customised conversation topics and topic blocks for self-service.

Workplace Service Delivery

Reservable spaces, automated notifications and calendar invites, and workspace profile logic.

ATF

Automated test suites that replace manual testing and make upgrades safer.

Now Agent & Now Mobile

Mobile experiences configured for agents and employees.

Toolbox

Technologies I use

  • ServiceNow
  • JavaScript
  • Java
  • JSON
  • MySQL
  • PostgreSQL
  • Spring
  • Apache Tomcat
  • HTML5
  • Eclipse
  • GitHub

Server-side scripting

  • Business Rules
  • Script Includes
  • Script Actions
  • Fix Scripts
  • Scheduled Jobs
  • Notification Scripts
  • Email Inbound Actions

Client-side & UI

  • Client Scripts
  • Catalog Client Scripts
  • UI Policies
  • UI Actions
  • UI Scripts
  • Forms & Lists
  • Related Lists
  • Form Views
  • View Rules
  • UI Builder

Data & security

  • Tables
  • Data Dictionary
  • CMDB
  • CSDM
  • ACLs
  • Import Sets
  • Transform Maps
  • Update Sets

Automation

  • Flow Designer
  • Subflows
  • Flow Actions
  • IntegrationHub
  • Workflows
  • SLAs
  • Assignment Rules
  • ATF

Service Catalog

  • Catalog Items
  • Record Producers
  • Variable Sets
  • Multi-row Variable Sets

HRSD

  • HR Services
  • HR Criteria
  • HR Assignment Rules
  • COE Policies
  • Lifecycle Events
  • HR Translations
  • HR Case Security

Reporting & analytics

  • Performance Analytics
  • Indicators
  • Breakdowns
  • Scorecards
  • Widgets
  • Reports
  • Dashboards
  • Surveys

Experience & AI

  • Virtual Agent
  • VA Topics
  • Topic Blocks
  • Now Mobile
  • Now Agent
  • Predictive Intelligence

Integration

  • REST Messages
  • Scripted REST APIs
  • SOAP
  • Web Services
  • JSON
  • Instance-to-instance

Languages & frameworks

  • JavaScript
  • Java / J2EE
  • JSP
  • Spring
  • Struts
  • HTML
  • CSS

Databases & servers

  • SQL Server
  • Oracle
  • MySQL
  • PostgreSQL
  • Tomcat

Ways of working

  • ITIL
  • Agile
  • Waterfall
  • Full SDLC
  • Upgrades & patching
  • Eclipse
  • Redmine
  • Bugzilla
“Start by doing what is necessary, then what is possible, and suddenly you are doing the impossible.”
Francis of Assisi

Have a ServiceNow project or role in mind?

I'm happy to talk about ITSM, HRSD, custom scoped apps, integrations or AI Control Tower.

Contact me