The Commonwealth of Massachusetts



EOTSS places our customers and constituents at the heart of everything we do. We offer responsive digital services and productivity tools to more than 40,000 state employees, who provide essential information and services to the citizens of the Commonwealth.

We also serve constituents, providing them with digital services and tools that enable taxpayers, motorists, businesses, visitors, families, and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.


My role on this project was to act as the subject matter expert and manage the life cycle for all of the government owned hardware and software assets. I worked with outside auditors (KPMG) & internal teams on the data migration from IBM system to ServiceNow. I also worked along side ServiceNow developers to gather requirements from stakeholders necessary to design forms, views, portal pages.

Additionally, create user-friendly documentation on ServiceNow tips & tricks to facilitate the transition between applications for seasoned ITIL & everyday users.


  • Data discrepancies.
  • Inability to integrate old IBM system with ServiceNow.
  • Extensive amount of data to be reconciled manually.
  • Missing financial & contractual asset data.

Tools & Technology

  • IBM Maximo
  • ServiceNow
  • IBM Tivoli
  • Microsoft Office Suite (Excell / Word  / PowerPoint), Photoshop, Illustrator
  • HTML / JavaScript / CSS / SQL


  1. EOTSS completed a comprehensive inventory of capital fixed assets including software, hardware, and non-IT holdings. This several-month undertaking, which involved contributions from Finance, Operations, Facilities, and Procurement, represents the first comprehensive capital fixed asset inventory completed by MassIT/EOTSS staff in recent memory.
  2. We deployed several changes for our Incident management, Asset management, Change management, Problem management, Service catalog, Service portal & Procurement applications to meet the need of the organisation and external clients. We then migrated the result from our reconciliation and mapped all records to ServiceNow configurations.

Process & Final Product


Gathering requirements

Meet with asset owners and stakeholders to determine possible builds for each role within ServiceNow. Such as forms, configuration Items, reports, dashboards & portal views.


Data migration

Reconcile and migrate asset records between 3 sources (ServiceNow Discover, KPM Audit & Finance report), using key data point such as Model, Cost, Version, Components, Status, Cost, Depreciation, Contracts, etc.. to analyze determine valuable data.


User-friendly documentation

Use a Simplified Technical English (STE) and minimalist approach to writing "How To's" knowledge articles for less experienced users.