Experiences about the ITSM module

[vbsr]

Hello, my name is Viktoria and I'm working as a Process Manager in the SAP section in IT, for a public company. 
We would like to hear some experiences from other companies that use the ITSM module in ServiceNow to solve incidents and ongoing development of minor changes to their SAP solution, where the execution of the tasks is handled by external users. 
Besides this, we are also curious which process you use for changes coming to your SAP production system. 
If possible, we would like to hear from companies that have a solution that is not too customized. 

[Mark Manders]

Handling Incidents and Changes can be done without any customization. Any customization needed is because of your requirements to the OOB processes within ServiceNow and those we don't know.

It doesn't matter is the Inc/Chg processes are for SAP, for Jira or even for printer services, the ITIL processes used are the same for any application/ci.

I do have my doubts if ServiceNow will be the solution for you if you are looking into it as a new application. If you want to extend an existing ServiceNow instance to also handle SAP Inc/Chg mgt, it's simply done, but if you are going to purchase ServiceNow licenses for just the creation of Incidents and Changes related to SAP and having those handled by external parties (so in need of an integration of some kind), it will be a very expensive solution. The ServiceNow platform has outgrown it's 'ticketing system' status a long time ago and the fact that you can do almost anything with it, is also reflected in the cost.

[vbsr]

Hi Mark, thank you for the respons. Our external users are working on our instance. So what we want to have experience from, is how these external users will work with the incidents and minor changes. So specific tasks/processes to use for that. 
And also how these incidents and minor changes are brought to the SAP production system. 

[Birhanu]

Hi there,

In the past, we have helped a customer who outsourced (as a managed service) the delivery of Applications Management for a few of their Business Applications. That of course involves Change Management, Incidents, Problem Management,... The approach was that Change Requests needed to be internally approved but the Development work was handled by the Managed Service Provider (MSP). The MSP also handled Incidents and Problems. Since the MSP has its own "ticketing system" to handle managed services work, we established a two-way integration where the MSP receives Tasks and their updates, and they can also send Updates about the Tasks back. This could've also been handled using "e-bonding" but the customer didn't want to commit to e-bonding service. You can handle it similarly. If you're planning to have the External team that handles your Changes and Incidents to work in your ServiceNow instance, then they'll need to add them to the Identity management system and issue access to them. 

If you need further guidance, please let me know.

[vbsr]

Hi Birhanu, thank you for the respons. Our external users are working on our instance. So what we want to have experience from, is how these external users will work with the incidents and minor changes. So specific tasks/processes to use for that. 
And also how these incidents and minor changes are brought to the SAP production system.