Best practices to review the existing ITSM implementation

[charysnow]

Dear Architects,

I got an assignment to review the current system ITSM implementation and provide feed back in implementation improvements.

Are there any tools are reference guides can be used to perform this task.

Thanks in advance for taking your valuable time to respond me

[KamilKowalczyk]

Hi, 

I don't know if it will help you, but when I'm assessing an instance I like to check everything from scratch.

At first, I would go with an Instance Troubleshooter List. (attached). 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0870978

If it is a recently implemented new instance, I would go through user stories written for that specific implementation. The reason for that is to check if best practices were used, how processes were implemented etc. 

Then I would also evaluate:
Instance Administration
• User certifications and accreditations
•Nodes Transactions
• User Access and Roles
•Dev Team Access
•Logging and monitoring
•License and subscriptions compliance
•Daily Tasks
•Performance check

Instance Security
•Overall Security Details – Who
•Email security
•Instance hardening
•GDPR compliance
•Access control
•Scoped Apps
•Approval Groups
•Security Groups
•ESS Access
•Reports Security
•User offboarding/ inactive users anonymization
•User provisioning
•External user policy
•SSO Configuration

Development
•Continous Improvement practice
•Agile/Scrum
•Scripting Best Practice
•Upgrade Procedures
•Developement process

Integrations
•MID servers
•Discovery
•Web Services
•AD
•SCCM
•Other integrations

I hope that will give you a start.