Detailed project case study
ITSM Platform Development & Custom Modules
Technical ownership and development of custom ITSM modules, workflows, reporting and controls across managed services.
Developed and extended ITSM platforms with custom modules, reporting, workflows, security controls and interfaces for customer and internal operations.
Context
Managed services teams needed service tooling that reflected real incident, problem, change, legal and security workflows rather than forcing operations into generic product defaults.
My mandate
Developed and extended ITSM platforms with custom modules, reporting, workflows, security controls and interfaces for customer and internal operations.
Scope
- Managed services platform
- ITSM & Service Management
- Softcat
Selected technologies
Key decisions
- Acted as technical lead, project owner and internal developer for the ITSM toolset.
What the team delivered
- Built custom modules, SQL views, triggers, stored procedures and user interfaces.
- Implemented Apache proxy, SSL and Linux relay integration around the platform.
Outcome
- Improved control across incident, problem and change processes.
- Extended the platform to legal, security, internal and customer-facing use cases.
- Created operational data that later supported more advanced BI reporting.
Evidence
Public details are limited to the operational record and outcomes that can be discussed safely. Supporting evidence is available in interview where appropriate.
What this demonstrates
This is a deep builder project: service management, database development, application configuration, infrastructure and operational ownership in one platform.