Developer Instance Projects

Building things
that solve problems.

Hands-on ServiceNow projects built in my Personal Developer Instance — documenting what I've built, why, and what I learned.

About Crestline Technologies

All projects on this page are built around Crestline Technologies — a fictional mid-size company I created specifically for my Personal Developer Instance. Using a consistent fictional company across every project means each build feels like a real deployment rather than a disconnected exercise.

Crestline has its own brand identity, colour palette, and design language — applied consistently across the service portal, kit tracker, catalogue items, dashboards, and any future builds.

Crestline brand colours
View brand guidelines

Complete & in progress

Crestline Kit Tracker Complete
Data Modelling ACLs Import Sets CMDB / CSDM Security Center

A loaned equipment tracker built as a five-phase CSA exam prep project, deliberately targeting my weakest exam areas: data modelling, ACL configuration, and CMDB/CSDM ownership. Covers table extension, table and field-level ACLs (including script-based conditions), import sets with coalesce behaviour, and CI relationships tied back to Incident.

What I built
  • Custom schema — standalone and Task-extended tables
  • Table and field-level ACLs, impersonation-tested
  • Script-based ACL condition
  • Import set with mismatched headers and coalesce
  • CMDB CIs related via Runs on::Runs, linked to Incident
Skills developed
  • Data model design and table extension
  • ACL logic and role-based security
  • Transform maps and coalesce behaviour
  • CI Class Manager and CI relationships
  • Shared Responsibility Model
Built and tested real evidence against the three CSA exam areas furthest from my day-to-day ITSM operations work — not just studied, but demonstrably working on a live PDI.
View project
Self-Service Portal In Progress
Service Portal Service Catalogue Flow Designer Approval Workflows

Building a fully themed self-service portal with a structured service catalogue covering the most common IT requests. Each catalogue item will have dynamic variable sets, approval chains, and automated fulfilment tasks — mirroring what a real service desk would need.

What I'm building
  • Custom portal theme and branding
  • Password reset catalogue item
  • New starter request with multi-team tasks
  • Hardware request with manager approval
  • Automated fulfilment workflows per item
Skills being developed
  • Service Portal configuration
  • Catalogue item and variable set design
  • Flow Designer automation
  • Approval workflow design
  • UI/UX for end users
Demonstrate a production-ready self-service portal that reduces reliance on direct contact with the service desk.
View project
Incident Management Dashboard Planned
Reporting Platform Analytics Dashboards SLA Management

Creating a real-time executive dashboard to give service desk managers instant visibility of incident queues, SLA performance, and team workload. Directly inspired by the reporting needs I have in my current role at Cox Automotive.

What I'm building
  • Open incidents by priority view
  • SLA breach and at-risk indicators
  • Workload by assignment group
  • Trend reporting over time
  • Scheduled report distribution
Skills being developed
  • Report and dashboard creation
  • Platform Analytics configuration
  • SLA definition and tracking
  • Data visualisation in ServiceNow
  • Scheduled jobs and notifications
Produce a dashboard that a service desk manager could use on day one — demonstrating practical reporting skills alongside platform knowledge.
Knowledge Base Planned
Knowledge Management Self-Service ITSM Workflow

Setting up a structured knowledge base with categorised articles, a submission and review workflow, and a user feedback mechanism. Knowledge-centred service delivery is a core part of any mature service desk and this project will show I understand both the platform and the process.

What I'm building
  • Knowledge base structure and categories
  • Article templates for common issues
  • Submission and approval workflow
  • User feedback and rating system
  • Integration with incident resolution
Skills being developed
  • Knowledge Management module
  • Article authoring and publishing
  • Workflow for content governance
  • Linking knowledge to incidents
  • Self-service deflection strategy
Build a working knowledge base that demonstrates understanding of knowledge-centred service delivery and its role in reducing repeat incidents.