ServiceNow Ticketing System for IT/OT Operations
Genentech · April 2023 – January 2024
As a newly established campus, the onsite IT/OT department was still building out its infrastructure and didn't yet have a centralized system for tracking and managing support requests: leading to missed tickets, unclear ownership, and no visibility into recurring issues. The team needed a structured ticketing workflow built from the ground up to support their growing operations.
Overview
What is a ticketing system?
A ticketing system allows IT support to track, manage, speed up, and deal effectively with incidents. ServiceNow is the platform where this happens: documenting system history, incidents, solutions, and who is working on what.
Why are they important?
Ticketing systems provide easy and efficient team collaboration, maintain customer service standards, and organize high volumes of requests in a centralized location: giving IT teams visibility and accountability.
Objective
Upload all site systems into ServiceNow in CMDB structure and train the IT/OT team on the basics of using the ServiceNow interface.
Collaborated with system owners to understand their requirements and configured the CMDB for asset tracking.
Outcome / ROI
Delivered more efficient team collaboration, maintained customer service standards, and organized high volumes of requests in a centralized location. Overall, jumpstarted the team's adoption of the company's ticketing system.
Created tutorial documentation for ongoing team reference and onboarding.
Image courtesy of AppOmni
A CMDB maps the relationships between IT assets, helping teams understand how systems connect and depend on each other.
What I Did
- Set up and configured a ServiceNow ticketing system tailored to the IT/OT department's workflows
- Collaborated with system owners to gather and document requirements
- Configured the Configuration Management Database (CMDB) for asset tracking
- Trained the IT/OT team on ServiceNow usage and administration
- Created tutorial documentation for ongoing team reference and onboarding
Impact
The ticketing system gave the department a structured process for tracking issues, assigning ownership, and measuring resolution times. The documentation and training ensured the system remained sustainable beyond the internship.
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