ServiceNowAbi Shogbonyo
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ServiceNow expertise

Development, ITAM and platform delivery

Over five years’ experience contributing to enterprise ServiceNow programmes across UK government, financial services and regulated environments. Areas include ITSM, ITOM, ITAM/SAM Pro, CSDM-aligned CMDB, HRSD and integration support.

ServiceNow Development

Configuration and development across core service management, self-service and automation.

  • ITSM: Incident, Problem, Change, Request and Knowledge
  • Business Rules, Client Scripts, Script Includes and UI Policies
  • Flow Designer, Service Portal widgets and catalogue experiences
  • Scripted REST APIs, scoped applications, update sets and release support

ServiceNow SAM Pro

Software asset management delivery focused on lifecycle visibility, compliance and reconciliation.

  • Software models, entitlements and licence positions
  • Compliance, reconciliation and reclamation workflows
  • Publisher compliance and audit-readiness reporting
  • Integration-supported discovery and software usage data

IT Asset Management

Practical experience spanning software licensing, hardware and software asset lifecycle governance.

  • Asset inventory and lifecycle processes
  • Entitlement, deployment and usage reconciliation
  • Procurement, vendor and licensing considerations
  • ITAM governance and operational reporting

CMDB & CSDM

Service and configuration data architecture aligned to how the wider platform consumes it.

  • Business, Application and Technical Service modelling
  • CSDM-aligned CMDB design and CI lifecycle rules
  • Ownership, certification and data quality governance
  • Discovery, Service Mapping and CI onboarding alignment

ITOM & Discovery

Discovery and Service Mapping experience that supports service visibility and trusted asset data.

  • SCCM, Microsoft Intune and JAMF integrations
  • MID Server architecture and data ingestion
  • Discovery scheduling and certificate inventory
  • Service Mapping and alignment with CMDB/CSDM

Integrations & Enterprise Data

Integration and data-flow support connecting ServiceNow with enterprise platforms and sources.

  • IntegrationHub, REST and SOAP APIs
  • Azure AD / Microsoft Entra ID and ManageEngine
  • Workday-related employee and organisational data integration support
  • Import sets, transform maps, data synchronisation and migration

HRSD & Employee Service Delivery

Contribution to HR service requirements, case management and employee-facing workflow enhancements.

  • HR case management and employee lifecycle workflows
  • Employee self-service and service process requirements
  • Workday-related employee/organisation data-flow support
  • Consistent handling of governed employee information

Now Assist & AI-enabled service delivery

Configuration and implementation support for emerging Now Assist capabilities in ITSM and HRSD contexts.

  • Requirements review and implementation support
  • Testing and validation of AI-assisted case handling
  • Case summarisation and response-generation use cases
  • Consideration of access controls, sensitive data and platform governance

Delivery approach

OOTB-first, governed and maintainable

I favour ServiceNow’s out-of-the-box capabilities where they meet the need, and consider extensions in the context of requirements, platform governance, security and long-term maintainability. Delivery experience includes design contribution, Agile collaboration, testing, release support, documentation and BAU handover.