Which plugins are required to test CRM and SOM on a PDI?

[itspezi1]

Hi everyone,

I would like to test ServiceNow CRM and Service Operations Management (SOM) on a Personal Developer Instance (PDI) to get a realistic hands-on understanding of the capabilities.

I’m looking for guidance on the following:

Which plugins are mandatory to run:

ServiceNow CRM

Service Operations Management (SOM)
on a PDI?

Is it sufficient to activate only the core plugins, or are additional modules required, such as:

Customer Service Management (CSM)

Field Service Management (FSM)

Service Portfolio / SPM

or specific foundation / shared data model plugins?

Are there known limitations on PDIs, especially regarding:

SOM functionality

dependencies on ITOM / Discovery / Service Graph

or license-restricted features that are not available on PDIs?

The goal is to evaluate CRM and SOM in an end-to-end scenario (request → order → fulfillment) as close to a real customer setup as possible.

Any experience, plugin lists, or recommendations would be highly appreciated.

Thanks in advance!

[Mark Manders]

CRM seems to be a combination of different applications

"ServiceNow® Customer Relationship Management (CRM) helps you sell, fulfill and service on one unified platform. ServiceNow CRM consists of Sales and Order Management, Field Service Management and Customer Service Management and their related industry extensions. Industry Products further extend the value of the ServiceNow AI Platform by productizing data models, frameworks, and workflows to address common experience challenges at scale."

https://www.servicenow.com/docs/bundle/zurich-industry-products/page/product/industry-products/conce...

And I'm not sure what you mean with Service Operation Management (SOM = Sales and Order Management). Looking at the rest of your question I assume you want to look into ITOM? If that's the case, there are some limitations that don't allow to install every plugin/app on a PDI. 

Depending on the instances you have, you can always use a non-prod to install them and check out what they can do. If it's not a fit, you can easily clone production over it and the apps are gone.

[Tanushree Maiti]

Hi @itspezi1 

Under this SOM documention ->configure : Check which feature you want to explore. Based on that way install the plugin. Like -

• install the Order Management application (sn_ind_tmt_orm)  //https://www.servicenow.com/docs/r/order-management/order-mgt-install-providers.html
•   (app-l2c-cockpit) // https://www.servicenow.com/docs/r/order-management/configuring-lead-cash-process-management.html
•  RMA Case Management plugin (com.sn_csm_rma_case). //https://www.servicenow.com/docs/r/order-management/activate-return-merchandise-authorization-plugin....
• etc.

[TabdeltaQA]

Hi
most CRM Projects Rely on SAP Solution manager for test management and tools such as UFT for automation

while ensuring all CRM Web UI and order management components are properly activated within the PDI Enviroment.

[Mark Manders]

Why would you need SAP solution manager if you are trying to get a grip on CRM/SOM processes in ServiceNow?