Best Practice Process Workshops include high‑level discussion on ITSM
process best practices, identification of existing ITSM processes and
areas for improvement, a review of how these processes are supported
by the ServiceNow IT applications, as well as alignment of customer
workflows to ServiceNow best practices.
Deliverables include comprehensive process flow diagrams, process
policies, activity descriptions, defined roles and responsibilities,
performance and control metrics, and customer‑specific configuration
requirements. Participants should have a thorough knowledge of their
existing IT service‑automation processes and have the authority to
make process‑improvement design decisions.