ServiceNow ITOM and ITSM "Out Of Box" Process Diagrams

Josh Robinson1
Kilo Explorer

‎09-24-2019 11:40 PM

Do swim-lane process diagrams exist for the the ITSM processes which show the OOB roles and the activities for each process, for example, incident management; the roles, the different OOB stages of the incident and what role does what at each stage?  

The current implementation I'm working on is adopting the OOB processes; but want to review those and check that there's nothing additional that they must have...  

I'm not sure the resource I'm looking for exists, but if it does, any pointers to it would be greatly appreciated.

Thanks in advance, 

Josh 

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Ashutosh Munot1
Kilo Patron
Kilo Patron

‎09-25-2019 12:02 AM

Hi, Yes it's available on Doc's. I have this for now. Thanks, Ashutosh
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Josh Robinson1
Kilo Explorer
In response to Ashutosh Munot1

‎09-25-2019 01:19 AM

Thanks - this contains some really useful information, but it's not quite what I'm looking for... Apologies if I've not written my ask clearly: I'm looking for swimlane diagrams, with the verticals showing the process phase and the horizontals showing the out of box roles...

So for incident management it might have (bearing in mind this is for example purposes only and not reflective of the actual process): 

 NewAssigned
Helpdesk (ITIL Role)

1. Incident raised

2. Details confirmed

2. Knowledge checked

3. Fix applied?

4. Close or pass to resolver team

 
Resolver Team (ITIl Role) 

1. Investigate issue

2. update ticket

3. apply resolution.

etc.

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