1. Business Analyst : I was involved in gathering the

requirements from the Stakeholders. I documented

the Requirements and Design as well.

2. Designer : Designed this new Catalog Item in the

ISM Service Now Sandbox. Built the backend

Workflow to automate the whole process.

3. Developer : Developed the Catalog Item in ISM

Service Now Sandbox. Wrote the code/scripts for

the frontend as well as backend functionality.

4. Unit Tester : Unit tested the new code to test the

functionality as per the requirements.

The ServiceNow ISM tool supports the

simplified IS processes that help IS improve

service delivery across Amgen.

Information Systems – End user services

and collaboration services

Abhishek S Rakshe (arakshe@amgen.com) Enterprise Information Systems Technical Services (EISTS)

Reporting Manager - Aditi Kumar (Director IS)

University of Southern California (USC) Masters in Computer Science (rakshe@usc.edu)

Code Development Service Now ISM - Introduction

Introduction - Add/Modify a Service Catalog Item

Implementation

• One central location for all IS services to help IS

staff efficiently communicate and respond to

requests.

• A more intuitive interface featuring user-friendly

reports that support more robust analysis.

• Compliance controls that are integrated into the

tool’s workflow, reducing manual effort.

As users are demanding more consistent and higher quality service, automating Service Requests provides

consistent routing and end-to-end visibility of IS supply chain performance. Driving all requests through the

Service Desk is no longer efficient or effective. There is an increasing need for the strategic view of IS

Services. This was the main motivation behind the project I am doing this summer at AMGEN for the IS

department. My project title is Add/Modify a Catalog Item (Service) in the Service Catalog. It enables

the end user to help add or modify a Service. By using this new functionality we can automate the Service

Requests, decrease the burden on the Service Desk and build an effective and efficient service delivery

model.

My Roles and Responsibilities

Service Catalog provides a central view of

IS Services with automated workflow to

route and track Service Requests.

The Amgen IS Service Catalog Vision

The Service Catalog should be face of the IS

Organization. It should be the first place users go to

find IS services. It should become the centralized,

single source for locating and acquiring IS services,

both from the end user community, as well as

between IS departments. The standardization of the

catalog and its related processes and workflows will

enable improved budgeting and forecasting and

identify precisely where money is being spent.

- Diana McKenzie (paraphrased)

July 27, 2010 Catalog Workshop

Project# 1 - Request Management/Service Catalog

Mentor - Pier Gittens (Principal IS Business System Analyst)

Project Manager - Gregory Barker

What is ISM Service Catalog?

How Service Catalog Works?

Abstract

• Enables End Users/Service Owners to Add a new

Service or modify an existing services in the Service

Catalog.

• New Service provides a convenient method to add a

new service or modify an existing service in the ISM

Service Catalog.

• This Service Catalog Item will help automate the

process of an effective and efficient service delivery.

• It will decrease the # of tickets raised which will help

reduce burden on the Service Desk.

Design

Workflow

UI

1. Platform: The Catalog Item is developed using the

Service Now tool. ServiceNow is a cloud based

software platform that supports IT service

management and automates common business

processes.

2. Code/Scripts: The Client Scripts, UI policies and

Business Rules are written using JavaScript,

Glide- Ajax and other Web technologies.

3. Code Snippet:

4. Operating System: Windows platform.

Project# 2 - Redesign the SharePoint Website

for Integrated Service Management (ISM)

Abstract

In this project, I am redesigning the old website for

ISM. It involves restructuring of the old Webpage,

adding new useful content, standardizing design

as per AMGEN standards. The site contains all the

important information on the Shared document

repositories, Change Management, Knowledge

Resource Center, ISM tool, Quality Center etc.

Currently I am working on the project and recently

finished with the first prototype.

Prototype# 1

Catalog – Realizing the Vision (Future)

• Holistic view of the Request

Fulfillment process

• End-to-end service

performance and costs are

monitored and measured • Effective and efficient delivery of services

• Consistent delivery of service that meet or exceed

expectations

Code snippet