I have extensive experience working with ITSM tools such as ServiceNow, Jira Service Management, and BMC Remedy. I am well-versed in ITSM frameworks like ITIL, which I have implemented to streamline service delivery processes. My experience includes customizing workflows, developing scripts, and integrating these tools with other enterprise systems to enhance operational efficiency.

I approach custom ITSM development by first understanding the business requirements and pain points. I then design solutions that align with ITIL best practices, ensuring they are scalable and maintainable. I use a combination of low-code platforms, scripting, and API integrations to create tailored solutions that improve service delivery and user satisfaction.

One common challenge is integrating legacy systems with modern ITSM tools. I overcame this by leveraging APIs and middleware to create seamless data flows. Another challenge is ensuring user adoption; I addressed this by involving end-users early in the design process and providing comprehensive training and support.

I ensure security and compliance by adhering to industry standards such as ISO 27001 and GDPR. I implement role-based access controls, encrypt sensitive data, and conduct regular security audits. I also ensure that all custom scripts and integrations are reviewed for vulnerabilities and updated as needed.

One successful project involved migrating a company's ITSM platform to ServiceNow while maintaining business continuity. I led the migration, customized workflows, and integrated the platform with existing HR and finance systems. The result was a 30% improvement in ticket resolution times and a more unified IT service experience for employees.