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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:

  • Familiarizing yourself with ITOM  
  • Deciding on business outcomes
  • Charting your implementation path
    • Working with ServiceNow experts
    • Choosing self-implementation
  • Preparing for organization change
  • Resources to bookmark

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

 

 

Chart a path to implementation 

Work with ServiceNow experts

Many ServiceNow customers work with a ServiceNow partner or ServiceNow Expert Services for their ITOM Standard 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.  

Check out our Partner Finder if you haven't selected a partner yet.  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.

You can also talk to your ServiceNow account representative about ServiceNow Expert Services.  In addition, we can work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering.

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 Now Create, ServiceNow’s library of more than 700 leading implementation practices.

Note that these preparation guides 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, which we’ll talk about next.

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For those of you who have purchased ServiceNow Impact, you will have access to experts and resources to guide you through your implementation of ITOM, track and measure outcomes, and help you get to value quickly. If you do not have a paid ServiceNow Impact package, consider how dedicated ServiceNow experts, premium support, a personalized digital experience, and training for your team can help you accelerate your ROI. Read more here.
 

 

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.

Join the ITOM community

Visit the ITOM community page. You’ll find best practices and other useful resources for ITOM Standard implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members.

 

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.

 

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:

Make use of the ServiceMapping Success Map

Our ServiceMapping Success Map, available here, guides you through all of the key features and helps you leverage them to drive value for your organization.

You can also find other useful documents for the CMDB, Discovery, and Service Mapping by searching on Now Create.

 

 

 

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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.

The following courses are a great starting point:

 

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Bookmark  
these resources!

ITOM Product Hub – The ITOM Community Product Hub is the place to go for the latest news and information, including valuable resources, demos, community events, and more.

NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience.  Read more here on how to use support.

 

 

 

 

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