Shayla Luster

Hello! Welcome to my portfolio where I will showcase my journey to become a ServiceNow Systems Administrator, Developer, and Incident Management.

The greatest glory in living lies not in never falling but in rising every time we fall

Nelson Mandela

Major Incident Management Implementation

In ServiceNow, as a System Administrator, I configure major incident properties, alert management rules and major incident trigger rules. This helps me to create and configure on-call scheduling and on-call trigger rules so when there is a widespread server outage, I am able to create communication plans and tasks. I also built Slack and Microsoft Teams integrations for the company so that it is communicated with all users in the company that has access.

ServiceNow ITSM Fundamentals Simulator

Here I was able to show how I do my System Administration day to day tasks. I submitted a request via the service catalog for a laptop for a new employee of the company. I also do have to go and retrieve my tasks from My Groups Work in ServiceNow. These tasks have been assigned to me to close certain catalog tasks in the position of the fulfiller. As a contractor for the company, there are certain end users that I had to add to the watchlist as well. After I had attached the knowledge article to a specific incident in regards to employees not being able to access the server from their work computer while at home, then I was able to add them to the incident watchlist. As a System Administrator, I handle incidents that are reported by users. When I first log into work, I check my emails. I notice if there are a large number of incidents for the same issue. This causes the incidents being solved with a workaround. So to prevent this from causing the business expenses and delays in daily projects, I create a problem record from one of the incident records. That way we can get to the root cause and create a permanent solution.

Contact Me

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