Selected work / Practical experience
Real challenges.
A clearer way forward.
A closer look at the work behind service improvement. These anonymous examples describe delivered capabilities, with client identities and confidential details kept private.
01 / Employee lifecycle & access
Connect the person,
the access, and the assets.
Onboarding and offboarding cross HR, identity, service management, and asset management. The work connected those processes so teams could follow the full lifecycle rather than manage each handoff in isolation.
What the work involved.
- Integrated HR systems with service workflows and built approval paths that changed with the request and access requirements.
- Created access records and identified recurring patterns between job titles and permissions to develop role-based access.
- Linked hardware and software asset management records to users, and used discovery to validate successful delivery.
- Configured permissions to restrict personally identifiable information where other systems or users did not need it.
- Built dashboards to manage work and check the quality of data, workflows, and lifecycle records.
What that made possible.
A connected record of who needed access, what had been approved, and which assets had been assigned. Teams could review exceptions, check delivery, and manage lifecycle changes with clearer ownership and evidence.
Explore identity & access consulting02 / Cherwell modernization
Move the service forward.
Along with the platform.
Migration work from Cherwell to ServiceNow and Ivanti created an opportunity to review the catalog, clarify asset and configuration management, and improve the service experience.
What the work involved.
- Reviewed the service catalog and redesigned request offerings around how services should be requested and fulfilled.
- Separated configuration management from IT asset management, with distinct responsibilities and lifecycle workflows.
- Built ITAM workflows and asset visualizations to make records and lifecycle status easier to understand.
- Improved self-service with usable knowledge articles and an AI-assisted chat experience to guide users toward relevant information and solutions.
- Developed integrations to support fulfillment workflows across connected systems.
What that made possible.
A more useful catalog, clearer asset and configuration records, and self-service that gave people ways to resolve common needs. The migration became a foundation for continued improvement.
These examples draw on migration work across both destinations. The configuration, integrations, and available AI features depend on the platform, scope, and licensing of each engagement.
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