Looking for some advice on decommissioning of services as unsure of best practice in ServiceNow.
For background: In BMC Remedy (our ITSM solution), when a service is decommissioned we export the service so we have a copy on hand (stored in SharePoint), set the service to “Unavailable” in production for 28 days (this leaves the service description active while preventing a user from requesting it), and then delete the service as a whole from the system. This enables us to maintain a tidy workspace while maintaining a backup of our services should they need to be reinstated.
In ServiceNow there is no option to set a service to unavailable, so instead we have decided to take the approach to disable the service and create a Knowledge Article in it’s place (the article would have the same name as the service to make it easy to locate).
Where I need advice: What we’re unsure on is what to do with the service after it’s been disabled. Is it best practice to leave the service in place and inactive, or should we be exporting and deleting it?
If we are to export, I would also appreciate some advice on the best way to do this so that nothing gets missed. It’s much easier in Remedy as the service is packaged, whereas in ServiceNow the services are compiled of various parts.
