Project Experience
A curated selection of engagements across ServiceNow, Ivanti and Jira, spanning ITSM and portal experience, CMDB and Discovery, integrations and automation, and assessment led roadmaps.
Filter by focus area to browse examples, then open a summary for the full context.
CMDB & Discovery
Discovery implementation at scale (4 phases, 8 months)
Financial services organisation · ServiceNow
What I did:
• Delivered ServiceNow Discovery end-to-end (MID Servers, credentials, patterns, schedule and coverage)
• Reconciled and deduplicated existing data to lift CMDB accuracy
• Built custom patterns and extensions for network/security devices and specialist platforms
• Partnered with security to validate and approve discovery methods
• Configured Digital Portfolio Management (DPM) to improve oversight of service instances and business applications
Outcome:
• Improved infrastructure visibility and confidence in CMDB data quality
• Established a scalable Discovery foundation to support impact analysis and governance
Service Mapping and CSDM lifecycle alignment
Financial services organisation · ServiceNow
What I did:
• Remapped CMDB lifecycle status fields to align with CSDM standards at scale (120,000+ CIs)
• Updated dependent logic (scripts, workflows, policies, mappings) to prevent regressions
• Implemented CI↔Asset lifecycle mapping and synchronised data during cutover
• Implemented Azure tag-based Service Mapping to establish reliable infra-to-app relationships
Outcome:
• Consistent lifecycle handling across applications, infrastructure and assets
• Stronger CMDB integrity and governance foundation for BAU
CMDB schema design for a single configuration repository
Technology organisation · Jira
What I did:
• Designed a CMDB schema aligned to best-practice CI classes and relationship mapping
• Defined modelling rules to support consistent CI creation and reporting
• Partnered with a developer to implement and refine the design through to completion
Outcome:
• Established a single repository for configuration items and relationships
• Improved visibility and reporting capability across key assets and services
CMDB schema design and relationship modelling
Government agency · Jira Insight
What I did:
• Designed best-practice CI classes and relationship types for scale and usability
• Defined modelling guidance to ensure consistency over time
• Established a structure to support traceability and impact analysis
Outcome:
• Clear, scalable foundation for CMDB adoption and governance
• Improved visibility and confidence in assets, CIs and service relationships
• Created process documentation to support ongoing CMDB governance and adoption
Portal & Experience
Global customer portal rollout across 14 countries
Insurance organisation · ServiceNow
What I did:
• Designed and delivered a customer-facing portal deployed across 14 countries
• Implemented a multi-language experience supporting 4 languages
• Designed and built service catalogue offerings for regional request fulfilment
Outcome:
• A single portal with 14 regional experiences, improving consistency without losing local needs
• Clearer catalogue journeys and better request quality, reducing manual handling and rework
Service Portal migration and catalogue optimisation plan
Education organisation · ServiceNow
What I did:
• Assessed Service Portal and planned migration to Next Experience user interface
• Analysed page and widget usage to streamline navigation and reduce noise
• Reduced catalogue duplication through consolidation and structure improvements
Outcome:
• Clear 12-week improvement plan with timeline, milestones and resourcing
• Cleaner, easier self-service experience with less catalogue sprawl
ITSM Process
Initial implementation and ITSM rollout (delivery lead)
Financial services organisation · ServiceNow
What I did:
• Led initial implementation and rollout of ServiceNow for both IT and HR services
• Delivered core ITSM modules (Incident, Problem, Change, Knowledge) plus Portal and Catalogue
• Oversaw end-to-end testing and acted as technical delivery lead
Outcome:
• Successful go-live with a complete ITSM foundation and portal experience
• Smooth transition from legacy tool to ServiceNow with strong delivery governance
ServiceNow ITSM rollout and migration for IT and shared services
Enterprise organisation · ServiceNow
What I did:
• Led the initial ServiceNow rollout and migration from the legacy tool
• Set ITSM and service portal foundations that scaled across business
• Provided platform ownership and governance across vendor expansions (ITSM Pro, GRC, SecOps)
• Managed BAU backlog and established a reliable deployment rhythm
Outcome:
• Stable ITSM foundation adopted across multiple business areas
• Improved delivery throughput and platform stability through structured BAU governance
Fast-track ITSM refresh + CMDB schema (delivery lead)
Local government · Ivanti
What I did:
• Refreshed a heavily customised Ivanti environment to reduce breakpoints and stabilise automations
• Delivered Incident, Change, Problem, Knowledge, Release and Service Portal modules
• Designed and built a fit-for-purpose CMDB schema aligned to operational reporting needs
Outcome:
• Restored a stable ITSM foundation with a structured CMDB for reporting and visibility
• Built momentum to expand the platform into HR and additional services
Change Management solution delivery and migration
Health organisation · Ivanti
What I did:
• Designed the Change Management technical solution aligned to risk, approvals and governance
• Produced technical user stories and an implementation plan
• Delivered the rollout and migrated from the legacy platform to the new platform
Outcome:
• Controlled and auditable change process ready for BAU with clear guardrails and scheduling controls
• Improved visibility of change status, approvals, and compliance through a consistent workflow and reporting baseline
Platform administration and high-customisation delivery
Financial services organisation · ServiceNow
What I did:
• Platform administrator and escalation point for BAU support and fixes
• Built extensive custom workflows (including Change-as-Demand intake/approval patterns)
• Delivered custom reporting and governance/assurance capability beyond out-of-box
Outcome:
• Reliable platform operation with faster enhancement turnaround
• Better control and visibility through tailored workflows and reporting
Demand Management module & advanced reporting build
Banking organisation · ServiceNow
What I did:
• Built an end-to-end Demand Management workflow from intake to approval and implementation
• Created downloadable, shareable reporting for stakeholders
• Coordinated delivery with an offshore build resource, providing clear stories, reviews and QA guidance
Outcome:
• Clear demand governance and visibility across the lifecycle
• Quicker stakeholder reporting with less manual effort
Integration
Enterprise integration design and delivery
Enterprise organisation · ServiceNow
What I did:
• Designed and delivered integrations with SCCM, Intune, AD/Azure AD and SAP Solution Manager
• Implemented data flows with AWS Data Lake and Microsoft Power Automate
• Delivered custom ServiceNow-to-ServiceNow integration for cross-platform exchange
• Automated catalogue fulfilment steps where integration could remove manual handling
Outcome:
• ~40% reduction in Service Desk tasks through automation and integration
• Reduced L2 workload and improved CI data quality and freshness
Security Incident Management integration (CyberCX)
Financial services organisation · ServiceNow
What I did:
• Delivered client-side configuration for Security Incident Management integration
• Coordinated implementation with CyberCX and internal security stakeholders
• Supported go-live readiness and operational handover
Outcome:
• Streamlined security incident coordination and response workflow
• Improved visibility and consistency of security operations
Assessment & Roadmap
Platform health assessment and resourced uplift plan
Health organisation · Ivanti
What I did:
• Assessed platform health across Portal, Dashboards, Incident, SLAs/KPIs and Major Incident
• Reviewed resourcing, operating rhythm and CSI capability
• Produced a four-phase improvement plan with resourcing across 24 weeks
Outcome:
• Clear view of risks, quick wins and priority improvements
• Practical plan to shift from reactive support to continuous improvement
Platform assessment and improvement plan
State government · Ivanti
What I did:
• Reviewed key modules (Incident, Request, Knowledge, Portal, Reporting, Notifications, CMDB, Interaction)
• Evaluated hosting direction (cloud vs on-prem) and recommended a future path
• Identified automation opportunities & built a 15-week resourced plan
Outcome:
• Prioritised roadmap across process, portal and governance
• Clear technical direction to support sustainable uplift
Incident review + portal uplift assessment (Phase 1–2)
Legal firm · Ivanti
What I did:
• Reviewed Incident Management and recommended improvements for triage and consistency
• Advised on CMDB integration and application tracking to improve service context
• Completed Phase 2 assessment for portal uplift, including migration approach to the new Ivanti portal
Outcome:
• Clear recommendations to improve operational handling
• Defined uplift path for modern portal experience and reduced friction
SIAM solution design for new infrastructure
Transport organisation · ServiceNow
What I did:
• Designed a SIAM approach to support multi-party delivery and shared accountability
• Defined service model boundaries and governance expectations
• Aligned platform design approach to SIAM operating requirements and model
Outcome:
• Clear framework for managing vendors and shared services
• Stronger foundation for consistent service delivery across multiple government parties
Request & portal assessment with phased uplift roadmap
Australian agency · Cherwell
What I did:
• Assessed Request Management and Service Portal configuration and usage
• Defined tactical improvements and longer-term uplift opportunities
• Built a 4-phase roadmap across ~5 months with a migration path
Outcome:
• Prioritised plan to improve usability and request quality
• Clear future direction for long-term sustainability
Platform audit with 12-month uplift roadmap
Retail organisation · Ivanti
What I did:
• Completed a platform audit across current-state configuration and pain points
• Identified adoption, usability and design constraints limiting outcomes
• Built a 4-phase roadmap across 12 months
Outcome:
• Clear, prioritised improvement plan for sustained uplift
• Improved alignment between platform & service delivery needs
Platform audit and advisory recommendations
Enterprise organisation · ServiceNow
What I did:
• Conducted a platform audit across configuration, process enablement and usage
• Identified priority improvement opportunities and platform risks
• Provided practical recommendations for uplift direction and next steps of improvement
Outcome:
• Clear view of improvement priorities and the “why” behind them
• Better decision support for the next phase of uplift