IT Service Management & CMDB
IT Operations — ITSM & Configuration Management
Centralised IT asset lifecycle, service desk and SLA-driven workflows on an enterprise ITSM platform.
Full lifecycle
CMDB
SLA-driven
Service desk
24 months
Duration
Enterprise ITSM
Platform
Overview
Implementation and deep customisation of an enterprise ITSM platform to centralise IT asset management, run the service desk, and automate workflows against defined SLAs — backed by a full Configuration Management Database (CMDB).
The business problem
IT assets, incidents and service requests were tracked inconsistently, with no CMDB, weak SLA adherence and manual escalation paths.
The solution
I configured and customised the platform's CMDB, service-desk and workflow engine — modelling assets and relationships, automating escalations and notifications, and enforcing SLA-driven processes.
My responsibilities
- Maintained a detailed CMDB across the full asset lifecycle
- Configured the service desk: ticketing, assignment and resolution
- Built rules, notifications and workflows for escalation and approvals
- Tuned incident and request processes to meet SLAs
Challenges solved
- Modelling complex asset relationships in the CMDB
- Encoding SLA-driven escalation paths
- Automating service requests without manual handoffs
Key features
Architecture highlights
- MVC-based PHP application with plugin extensibility
- CMDB modelling assets and their relationships
- Workflow engine for approvals and escalations
- Automated jobs and notifications with audit logging
Technologies used
Scalability
The platform is built for enterprise scale, with customizable data models and plugin-based extensibility.
Performance
- Indexed asset and ticket queries
- Automated background task execution
- Efficient relationship traversal in the CMDB
Security
- Role-based access control
- Workflow-enforced approvals
- Audit-trail logging across operations
Screenshots
Product screenshots available on request (NDA-protected).
Architecture diagram
Detailed system architecture available on request.
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