Fso vs itsm

[BrooksP]

We are just starting our journey and our rep keeps stating that by starting with the fso module we will get all the capabilities of itsm plus other stuff we maybe can grow into.  I've looked all over and I see some over lap (problem mgmt, service request) I dont see the full itsm services.

Am I wrong or did we get bad info

[Nikhil Bajaj9]

Hi @BrooksP ,

ServiceNow's Financial Services Operations (FSO) module and IT Service Management (ITSM) module are distinct but related. FSO is a specialized solution for financial institutions, while ITSM is a broader platform for managing IT services across various industries. FSO leverages ITSM's foundation but adds specific capabilities for banking, insurance, and asset management, such as loan origination, fraud management, and regulatory compliance.

ITSM:-

Core Functionality: Focuses on core ITIL processes like incident, problem, change, and request management. 

Target Audience: Primarily for IT teams managing internal IT services and infrastructure. 

FSO:-

Core Functionality: Builds upon ITSM, adding specialized capabilities for financial institutions. 

Target Audience: Banks, credit unions, insurance companies, and asset managers. 

I hope it will clarify the situation. If yes, please mark my answer as - solution accepted.

Regards,

Nikhil Bajaj

[Mark Manders]

FSO is not ITSM. We can't answer questions on what you need, based on just this information. Do you need FSO and are you also looking at ITSM? Or do you need ITSM and are you going to be looking into FSO?

Almost every clean instance has ITSM installed and based on the licenses you buy, you can use it. FSO are plugins you need to activate (also licensed). So it could be that this is what they mean by it.

Mind the 'stuff we may grow into'. If you start paying now for something you may start using somewhere next year, it won't be easy to get rid of that if you decide not to start using it. But you know what you need at this moment and what you want/need to start with. We don't.

Sales will always try to sell you things because of their targets and even genuine 'you will need this soon'. I advice to also get a consultancy firm involved to help you find exactly what you do and don't need.