James TomlinsonITOM & Major Incident Management Practice Manager at NBN
- Leading the ServiceNow ITOM and Major Incident Practice, supporting and continually expanding the in-house ServiceNow capability.
- Leading the development, deployment and support of automated discovery of over 1.5 million CI's across multiple technology environments and over 140 application service maps
- Developed a number of bespoke patterns within ServiceNow to enable the effective mapping of customised application services
- Developing and implementing off-the-shelf and custom Integration Spokes within the IntegrationHub module within ServiceNow
- Successfully transitioned nbn's Event Management team from TrueSight event console to ServiceNow Operator Workspace
- Improved the effectiveness of the IT major incident management process by identifying and implementing a number of improvement initiatives, including within the ServiceNow platform.