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. 

[Community Alums]

I would use Agile development to track configuration tasks and create assignment groups for your external users.
In that way you can keep a track of incidents and changes for your SAP platform and leverage CSDM.

If you want a more detailed version please let me know.

You can find a little help to map SAP into the CMDB here: https://learning.servicenow.com/nowcreate?id=nc_asset&asset_id=42ab53fac38c9a101ac0f60f0501314f&nc_s...

[vbsr]

Hi Jens, thank you for your respons. Can you elaborate what you mean in regards to configuration tasks and why you would use another module to keep track? 

[Community Alums]

I would use defects and enhancements to track small development within the SAP solution.

https://www.servicenow.com/docs/bundle/yokohama-it-business-management/page/product/agile-developmen...