Job Summary
Scope of Services:
- Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow
- Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow
Key Responsibilities
ServiceNow applications in-scope are:
1. IT Operations Management (ITOM)
• ServiceNow Discovery, associated plugins and integrations
• ServiceNow Event Management associated plugins and integrations
2. 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
• Email notifications
• Customer Satisfaction (“CSAT”) surveys
3. Employee Center
Skill Requirements
Scope of Services excludes:
• Any development / enhancement work related to Artificial Intelligence (“AI”)
• Troubleshooting or development of new 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):
• Provide technical support for all incidents reported on ServiceNow’s ITOM & ITSM applications that are
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 on-going changes to CMDB and Asset Management application configurations.
• 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
applications.
• 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
standardization, and tagging of assets.
