ITSM Customization & Process Automation

📌 Overview

This project showcases ITSM process automation in ServiceNow by implementing SLAs, access controls, client scripts, and scripted REST APIs to improve incident management efficiency.
It demonstrates how core ITSM modules (Incident, Request, and Task) can be customized for real-world service delivery needs.

---

🚀 Features

• SLA Definitions

  • Configured SLA metrics (e.g., P1 Incident must be resolved within 4 hours).
  • Attached SLAs to Incident and Request modules with pause/resume conditions.

• Access Control (ACLs)

  • Restricted updates of high-priority incidents to Support Group Managers.
  • Enforced role-based security for Incident & Task records.

• Catalog Customization

  • Catalog Client Script: Auto-fills “Requested For” with the logged-in user (default but editable).
  • UI Policy: Dynamically shows/hides fields based on Category (e.g., Hardware vs. Software).

• Automation with GlideRecord

  • Background Script to mass update incident priorities based on urgency/impact.

• Scripted REST API

  • Created a REST API resource /get_all_p1_incidents to fetch all open P1 incidents in JSON format.
  • Example response:

    {
    "records": [
            {
                "number": "INC0000015",
                "short_description": "I can't launch my VPN client since the last software update",
                "priority": "1",
                "state": "2",
                "assigned_to": "Don Goodliffe",
                "opened_at": "2025-03-11 23:38:46",
                "sys_id": "46e2fee9a9fe19810049b49dee0daf58"
            }
      ]
    }

---

🖼️ Screenshots

• SLA Definition
  

• Scripted REST API
  

• Catalog Script & UI Policy
  

• Background Script (GlideRecord)
  

• ACLs for High-Priority Incidents
  

• More Screenshots can be found in individual folders

---

🛠 Tech Stack

• ServiceNow ITSM (Orlando release or higher)
• GlideRecord / Server-side scripting
• Catalog Client Scripts & UI Policies
• Scripted REST APIs
• Update Sets (XML exports)

---

📥 How to Import

1. Download the update set from:
   /updateset/sys_remote_update_set_293d610483672a107ffb1630ceaad377.xml
2. Navigate to System Update Sets > Retrieved Update Sets in your ServiceNow instance.
3. Import and Preview before committing.
4. Commit to apply all configurations.

   ⚠️ Requires admin role on your ServiceNow instance.

---

📌 Deliverable

A working ITSM customization showcasing automation, access control, and API integrations in ServiceNow.
This project demonstrates how a developer can enhance ITSM processes to align with organizational requirements.

---