Do you have any ideas for mapping our usage to the ServiceNow Capability Map?

[Daichi Ishikawa]

Hi, all!

We aim to visualize our ServiceNow utilization by mapping our usage to a "ServiceNow Capability Map." Is reviewing the implementation status of each function within the ServiceNow instance, or conducting stakeholder interviews, the only way to achieve this mapping?

Are there any recommended approaches or methodologies for a more efficient process??

Any help would be greatly appreciated!!

Thank you!!

[Mark Manders]

It depends on what you exactly want to see. You can use login data which, based on roles can give you some insight (a Project Manager is not an ITIL user) and check on who is creating/updating which records, but there is no OOB functionality for this. This really is one to start on a big whiteboard and just check on what you want. Some things can be found in the system, others are really only to be collected through stakeholder interviews.

[Kamal17]

@Daichi Ishikawa  You can consider using "User Experience Analytics" to monitor the usage certain capabilities like portal, Now Experience, Virtual Agent, etc... which are usually highlighted in the capability map. Apart from this, I don't think there are other OOTB solutions which cover the usage tracking of all the capabilities mentioned in the ServiceNow's capability map. For the capabilities which are not tracked under user experience analytics, probably you adopt following approach,

Step 1: Note down the key capabilities whose usage you intend to track. Make sure to prioritize the ones which bring in more value.

Step 2: Then identify what needs to be tracked to track the usage of each capability identified in step 1.

Step 3: Once step 1 & 2 are done, then you can plan on how to setup solution to do it.

Hope this helps.

PS: Hit "Correct" or "Helpful" depending on the impact of the response.

Regards,

Kamal S