Building SOC Metrics and KPI Tracking
Builds SOC performance metrics and KPI tracking dashboards measuring Mean Time to Detect (MTTD), Mean Time to
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Builds SOC performance metrics and KPI tracking dashboards measuring Mean Time to Detect (MTTD), Mean Time to
Communicate with ServiceNow MID Servers via the ECC queue — send Command/JSProbe/PowerShell/SSHCommand payloads to ecc_agent, build custom probes/sensors, and monitor MID health on ecc_agent.
Build ServiceNow reports (list/bar/pie/line/pivot/single-score) on sys_report, sys_dashboard layouts with widget placement, scheduled report delivery, and drill-down configuration.
Create ServiceNow CIs and cmdb_rel_ci relationships, walk upstream/downstream impact, detect orphan/stale CIs, and align discovered CIs with the proper sys_class_name hierarchy.
Build ServiceNow Knowledge Management — kb_knowledge articles, draft/review/published workflow, kb_category placement, full-text search with snippets, article templates, and kb_feedback rating rollup.
Build ServiceNow Virtual Agent — sys_cs_topic conversations, topic blocks (text/prompt/script/decision/handoff), NLU utterances and custom entities, quick replies, and KB/incident integration scripts.
Configure ServiceNow Discovery — schedules, IP ranges, credential affinities, MID Server assignment, custom probes/sensors, identification rules, and run-status monitoring on discovery_* tables.
Build ServiceNow Field Service Management — wm_order work orders, wm_task tasks, wm_resource technicians with skills/territories, dispatch/auto-assignment, mobile status updates, and time entries.
Manage ServiceNow problems — create from linked incidents, proactive pattern detection, RCA with 5-Whys, known_error workarounds (KEDB), KEDB search by CI/category/keywords, and permanent-fix linkage to changes.
Handle ServiceNow service requests — sc_request/sc_req_item creation from catalog items, sc_task fulfillment with auto-close on completion, RITM variable access via sc_item_option_mtom, and approval status rollup.
Build ServiceNow Customer Service Management — customer_account, customer_contact, sn_customerservice_case routing, service entitlements with usage decrement, and Customer Portal case submission widgets.
Agent skill for Security Engineer, IT Operations, Operations Manager, published by mahipal. Project details and file access are provided by the publisher.
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