David Goodwin
Specialist Director, Advisory, Digital Lighthouse
Engagement experience
Revitalized the CMDB for a leading global retailer. he led a team of 16 specialists in developing process, new features, integrations, reporting, training and communications over 6 months. The end result was a highly-automated CMDB tracking 2.7M devices with clear governance and maintenance processes. 55 client members were trained as power users to instill best practices in their colleagues and foster continual improvement.
This global consumer goods manufacturer needed to re-implement ServiceNow ITSM, CMDB, Discovery and Service Mapping. He was the engagement Manager and Architect for this implementation which included localization for 8 languages (including notifications), a customized portal and Discovery innovation to facilitate the scheduling of discovery for 600 locations.
This leading insurance agency was migrating from Remedy to ServiceNow. He was the Architect for an implementation that covered 6,000 process users, all the ITSM process modules, Service Catalog, ESS portal, CMDB and Discovery.
Key challenges that he addressed included:
- CMDB design;
- CMDB and Knowledge Base migration from Remedy;
- Enhanced discovery probes;
- 15 integrations covering data feeds, ticketing and cloud orchestration. This was achieved in an aggressive 10 month time span and received praise from all levels of the client organization.
He enhanced Maintenance and Operations governance of a health and human services document and case management system aimed at supporting 2 million New Yorkers. The framework included a service level agreement, measurements model, roadmap and responsibilities. The work was proclaimed a “great model” for future applications by the City IT Commissioner.
He delivered an ITSM strategy for a leading hedge fund in an intense four week sprint. Performed a rapid current state baseline, generating metrics and observations, which led to a detailed roadmap, project plan and business case. Based on these recommendations, client is planning to initiate an approx. $1 million ITSM improvement initiative.