Hold Steady — Vol. 01 No. 01 / Opening page

A working notebook by Juan-Pablo "JP" Gomez-Badia

The anchor that lets the work move forward.

Ten-plus years inside enterprise ServiceNow instances. Helping teams recover the platform they were promised — through better ITSM, cleaner CMDB, and less technical debt that quietly compounds.

See the work → Read the notes
Years on platform
10+
Practitioner, not pitching
Currently
Writing & building
Notes, projects, side experiments
Working from
Oklahoma
Remote · async-friendly
The practice Three things, done well.

Quiet, opinionated work on the parts that actually matter.

Most of what I work on falls into three patches of the platform. Not a service menu — just the corners I keep returning to, where ten years of pattern-matching is most useful.

  1. 01.

    ITSM implementation & maturity

    Incident, Problem, Change, Request — designed the way the platform was meant to be used, or rescued from an implementation that drifted. ITIL-aligned process work, SLA architecture, reporting that drives behaviour change.

    Greenfield
    Re-implementation
  2. 02.

    CMDB & service mapping

    A CMDB the operations team actually trusts — not a graveyard of stale CIs. CSDM alignment, Discovery and Service Mapping done end to end, governance that keeps it clean after I leave.

    Health assessment
    Rebuild · Govern
  3. 03.

    Platform optimisation

    For instances that have grown messy: cleanup, simplification, modernisation for upgrades, governance frameworks that keep it from sliding back. The work that pays you back every release.

    Audit · Remediation
    Upgrade readiness

A working principle

Every line of custom code is a recurring cost. Paid in upgrades, onboarding, and the brittle workarounds that follow.

— From an essay in progress

Selected work A few projects worth a closer look

Anonymised case notes.

Names withheld out of respect for confidentiality. The shape of each project is real — the situation, the decisions, what changed. More an honest record than a portfolio piece.

Browse the index →

  1. [01]

    [CASE STUDY TITLE — replace with your real project]

    [Two-sentence summary of the situation, what you did, what changed. Keep concrete. Mention the platform module, the company size descriptor, and the outcome.]

    [INDUSTRY]
    [YEAR]
  2. [02]

    [CASE STUDY TITLE — replace with your real project]

    [Two-sentence summary. Resist the temptation to be vague — "improved efficiency" is filler. "Cut form load time by half by removing 38 Business Rules" is a case study.]

    [INDUSTRY]
    [YEAR]
  3. [03]
    [INDUSTRY]
    [YEAR]
Notes from the practice Writing

Things I keep arguing about on calls.

Field-tested takes on ITSM, CMDB, and what actually works inside a real instance. Practitioner-to-practitioner, no platitudes.

All writing →

  1. [01]

    [ESSAY TITLE — start with the one you're most opinionated about]

    [One-line dek that makes the reader want to click. State the take, don't tease around it.]

    [DRAFT]
    [MONTH YEAR]
  2. [02]

    [ESSAY TITLE]

    [One-line dek.]

    [DRAFT]
    [MONTH YEAR]