servicenow-portfolio

ServiceNow development projects, labs and notes | CSA | PDI | Flow Designer

🔧 ServiceNow Portfolio

ServiceNow development projects, labs and hands-on builds

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👩‍💻 About This Portfolio

Hi! I'm Krishna Sevitha, a Technical Support Engineer at MassMutual India transitioning to ServiceNow Developer.

This repo documents all my hands-on ServiceNow development work — custom applications, labs, configurations and experiments on my Personal Developer Instance (PDI: dev395038).

current_role:  Technical Support Engineer @ MassMutual India
experience:    2.5 years Enterprise ITSM
pdi:           dev395038.service-now.com
certifications:
  - ServiceNow CSA (June 2026)
  - ITIL Foundation (June 2026)
  - ServiceNow CAD (Target: Q3 2026)

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🚀 Projects Built

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1️⃣ IT Asset Tracker Application

Complete custom ServiceNow application built independently from scratch

What I built:

• Custom table u_it_asset extending Task
• Fields: Asset Name, Asset Type, Asset Status, Serial Number, Department, Purchase Date
• Choice fields with custom values (Laptop, Monitor, Phone, Accessory)
• Form & List view configuration
• Application Menu with multiple modules
• Custom role it_asset_user
• ACL rules (read, write, create, delete)
• Tested with user impersonation

Key concepts demonstrated:

✅ Table creation & inheritance
✅ Field configuration (String, Choice, Date, Reference)
✅ Form Builder & List Layout
✅ Application Menus & Modules
✅ Role-based security (ACL)
✅ Impersonation testing

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2️⃣ HHD Configuration Tracker

Hardware device tracking application with data import

What I built:

• Custom table u_hhd_configuration extending Task
• Import Set with Transform Map
• Field mapping (u_name → Device Name, u_asset_tag → Serial Number)
• Coalesce field to prevent duplicates
• 20 records imported from Excel
• CMDB CI relationships

Key concepts demonstrated:

✅ Import Sets & Transform Maps
✅ Field mapping & Coalesce
✅ Data migration from Excel
✅ CMDB & CI Relationships
✅ Dependency Map visualization

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3️⃣ Knowledge Base Management

KB article creation, approval workflow and user criteria

What I built:

• Imported Word document as KB article
• Configured approval workflow (Bernard Laboy approver)
• Published article to Service Portal
• Created User Criteria (HHD Users Only)
• Tested portal visibility

Key concepts demonstrated:

✅ KB article import from Word
✅ Approval workflows
✅ User Criteria configuration
✅ Service Portal integration
✅ Access restriction testing

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4️⃣ Infinity HHD Service Catalog Item

Complete service catalog item with variables and pricing

What I built:

• Created catalog item using Catalog Builder
• Added variables (Device Model, Justification, Assigned To)
• Configured price modifiers per choice
• Stage sets for request tracking
• Flow Designer automation

Key concepts demonstrated:

✅ Catalog Builder
✅ Variables & Variable Sets
✅ Price modifiers
✅ Service Catalog flows
✅ Request fulfillment

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5️⃣ MassMutual Stage Notification Flow

Real-world automation eliminating 10-12 daily status calls

What I built:

• Flow triggered on Request status change
• Email notifications at every stage:
  • Submitted → User notified
  • In Progress → User notified
  • Completed → User notified
• High urgency detection → Manager notified
• Slack integration for team channels

Business impact:

Before: 10-12 status check calls daily ❌
After:  0 calls needed — auto notifications ✅
Time saved: ~60 mins/day agent time!

Key concepts demonstrated:

✅ Flow Designer
✅ Triggers & Conditions
✅ Email Spoke
✅ Slack Spoke
✅ Business process automation

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📁 Repository Structure

servicenow-portfolio/
│
├── 📋 IT-Asset-Tracker/
│   ├── README.md
│   ├── table-schema.md
│   └── screenshots/
│
├── 🖥️ HHD-Configuration/
│   ├── README.md
│   ├── import-set-process.md
│   └── transform-map-config.md
│
├── 📚 Knowledge-Management/
│   ├── README.md
│   └── user-criteria-setup.md
│
├── 🛒 Service-Catalog/
│   ├── README.md
│   └── catalog-item-config.md
│
├── 🔄 Flow-Designer/
│   ├── README.md
│   └── stage-notification-flow.md
│
└── 📝 Study-Notes/
    ├── module-1-2-notes.md
    ├── module-3-4-notes.md
    └── exam-prep.md

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🛠️ Skills Demonstrated

Skill	Level	Projects
Table Configuration	⭐⭐⭐⭐	IT Asset, HHD Config
ACL & Security	⭐⭐⭐⭐	IT Asset Tracker
Import Sets	⭐⭐⭐⭐	HHD Configuration
Service Catalog	⭐⭐⭐	Infinity HHD Item
Flow Designer	⭐⭐⭐	Stage Notifications
Knowledge Management	⭐⭐⭐	KB Articles
CMDB	⭐⭐⭐	CI Relationships

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📊 CSA Exam Progress

Domain 1: Platform Overview (7%)      ✅ Complete
Domain 2: Instance Configuration (10%) ✅ Complete
Domain 3: Configuring Apps (20%)      🔄 In Progress
Domain 4: Self Service & Auto (20%)   🔄 In Progress
Domain 5: Database & Security (30%)   ✅ Complete
Domain 6: Data Migration (13%)        ⏳ Upcoming

Overall: ~67% covered
Exam target: June 2026

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🔗 Connect With Me

Open to ServiceNow Developer opportunities in Hyderabad! Target: 10 LPA | Available: July 2026

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⭐ Star this repo if you find it helpful! ⭐