How do you analyze services in service now for an implementation

[Community Alums]

We are looking to redesign service now and I am looking for the best way to create a details data analysis and gap analysis on the existing service offerings and the ones the client provided in an excel sheet 

[Divya Neredi]

Hi Omuaor,

I would suggest to define type of services (Business/Application etc)  you would like to add and what all parameters(meta data) are part of it.

Service portfolio management is the right place to add your services and you expand your services to any other area like ITSM, ITOM. Also, you can develop a framework using CSDM later. Services are the basic foundation data for all these products later where you can map them. 

Technically, you can add them to Service (cmdb_ci_service) table in ServiceNow. Best way to download the template and do the gap analysis starting with type of service and keep on adding different parameters (like Support group, Location, Managed by, Owned by etc). It require detailed discussion with all service owners in order to gather this information and update the data.

Hope I answered your query. 

Thank you,

Divya

[Community Alums]

Thank you so much.