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• Upgrading:  ITNOW is implemented on Service-Now platform. Service-Now publishes two releases a year, at the end of March and the end of September. Platform update policy imposes the obligation to keep the platform updated, allowing for a difference of at most one version. At Iberdrola, migration is carried out once a year, starting in April and ending in May. The support group is in charge of planning the process, managing the necessary changes in the Service-Now portal for the migration, enhancing communication and coordinating the tests and their results.
• Incident Management process: For this process the tasks to be carried out by the support group are:
  • Maintain incident management process by making the modifications that are required, such as the creation of new fields, business rules, forms, new functionalities, ...
  • Creation and maintenance of incident templates that are published on the ITNOW portal so that end users can register incidents.

• Change Management process: For this process the tasks to be carried out by the support group are:
  • Maintain change management process by making the modifications that are required, such as the creation of new fields, business rules, forms, workflow design, new functionalities, ...
  • Change templates are managed by Change Management group.
• Request Management process: For this process the tasks to be carried out by the support group are:
  • Maintain request management process by making the modifications that are required, such as the creation of new fields, business rules, forms, workflows, new functionalities, ...
  • Creation and maintenance of request templates that are published on the ITNOW portal so that end users can submit request.
  • Help on the designing of request templates.
• Problem Management process: For this process the tasks to be carried out by the support group are:
  • Maintain problem management process by making the modifications that are required, such as the creation of new fields, business rules, forms, workflows, new functionalities, ...
• CMDB: CMDB is the core and the tasks to be carried out by the support group are:
  • Maintain configuration management process by making the modifications that are required, such as the creation of new fields, business rules, forms, new classes, ...
• Support the End User Portal (ITNOW): The way that end users access to the different functionalities provided is the portal. The support group maintains the portal, performing the following tasks:
  • Maintain and implement new functionalities, widgets, menus, ....
• Foundation table: Foundation is a set of tables, the tasks to be carried out by the support group are:
  • Support the configuration of tables (sites, departments, users, companies, ...): new fields, forms, business rules related.
  • Create and configure ITNOW´s support groups.
• Integrations: Service-Now provides a set of integrations that can be installed. The support group is responsible for:
  • the configuration and installation of the integrations when required.
• Support SECOPS module during transition to production for new developments:  In addition to the ITSM module, the SECOPS module (Vulnerabilities, Security Incidents, ...) is also installed. SECOPS team has a development instance for the implementation of the associated functionalities. The maintenance and support of the module is not the responsibility of this support group.

The functions to be performed by the group is to help during the transition to production of the new functionalities from the SECOPS development instance by the different ITSM instances.

• Support APMNOW during transition to production for new developments: APPNOW manages the inventory of applications. This application´s database is the CMDB. This application uses three classes in which some custom fields have been created. Some Webservices have been developed to access the CMDB.

The functions to be performed by the group is to help during the transition to production of the new functionalities.

• Support reporting processes in Service-Now and availability reports: The reporting team supports two areas: Analytics and reports in Service-Now and service availability reports developed in SAP BO.
  • Performance Analytics and reports in Service-Now: create dashboards, create indicators, share and planification of reports.
  • Support availability reports: gather info from some sources, process the info and maintain the reports in SAP BO.
• Support end users’ incidents

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