on - edited by
Pete Withers
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Welcome to ServiceNow® IT Operations Management Are you ready to start your ServiceNow® IT Operations Management (ITOM) implementation journey? With ServiceNow ITOM, you’ll get total visibility of your on-premise and cloud infrastructure, and drive service-aware operations by understanding how your services flow across this infrastructure. This guide gives you valuable information you can share with your team, including proven guidance and links to valuable resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! |
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Guide overview Here’s an overview of the topics we will cover in the guide:
Start by familiarizing yourself with ITOM Visibility ITOM Visibility comes with ten key capabilities that let you create infrastructure and service visibility. But don’t worry! You don’t have to implement everything at once. Most organizations start by discovering their infrastructure, and then map their services to create a service-aware CMDB. Here are the key ITOM Visibility applications to focus on: Configuration Management Database (CMDB): Build a consistent, up-to-date single system of record for your IT infrastructure and digital services. (product page) (product documentation) (training) Discovery: Get a holistic view of your operations footprint across your on-premises, cloud, and serverless infrastructure. (product page) (product documentation) (training) Service Mapping: Map the relationships between IT components and digital services in dynamic environments. (product page) (product documentation) (training)
Additionally, review the CMDB and Discovery Deployment Playbooks to help you get started with planning your deployment. If you are new to ServiceNow, we also recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into the Now Platform, a longer ServiceNow Fundamentals course is also available. |
Links to ITOM Visibility capabilities |
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Chart a path to implementation Work with ServiceNow experts Many ServiceNow customers work with a ServiceNow partner or ServiceNow Expert Services for their ITOM implementation since this accelerates rollout and helps them achieve their goals faster. If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder. The partners who have their ITOM Product Line Achievement (PLA) are recognized as having the necessary certifications and have shown proven customer success on previous ITOM implementations in the last 12 months. Our expertise combined with that of our partners allow us to deliver services that meet your needs and achieve your desired outcomes. When you start to work with your partner, you’ll want to hold an initial workshop with them to set you on the path to implementation success. The following workshop preparation guides will help you to get ready for the workshop: To accelerate time to value and reduce risk, make sure that your partner uses our library of more than 1,000 leading implementation practices. Note that these preparation guides and leading practices are also useful if you have decided to self-implement. However, self-implementation requires a far broader understanding of ITOM capabilities and is generally not recommended unless you have experienced ITOM resources.
If you’ve purchased ServiceNow Impact as part of your platform investment, welcome! You now have access to adoption and health tools, expert guidance, 24x7 technical support, and value tracking dashboards. Connect with your Customer Success Manager today to help you download the Impact Store application, coordinate your next steps, and begin setting up your capabilities map in Impact. If you don’t have Impact, consider how these resources and benefits would help you navigate your future with ServiceNow. Learn more about Impact here. |
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Choose Self-implementation Build your team’s skills If you do plan to self-implement, you must build your platform team’s knowledge and skills before you begin. This is another reason why many ITOM customers choose to work with a partner with ITOM implementation experience instead of self-implementing. The following learning paths are a good starting point for building ITOM skills.
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Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, take a look at these upgrade resources. |
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Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, take a look at our Success Packs on Now Create. Success Packs tailor our core Now Create methodology of more than 700 leading practices to deliver business outcomes aligned with specific product sets. The specific Success Pack for ITOM Visibility is here. You will also find the following documents useful:
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Prepare for organizational change To successfully deploy ITOM, you need your business to understand and use ITOM, and to recognize its benefits. With many different stakeholder groups, it is essential to ensure everyone understands the benefits for them, and how to get the most value out of the system. If you need help creating a winning communications plan, this communications plan template also provides useful advice. You also need to ensure that your IT operations staff are trained on ITOM.
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