i am looking for a high level flow of the ServiceNow applications

[Diane22]

Am looking for a high level diagram on how ITSM, Intelligent apps, and business management modules (problem, incident request) are intended to exchange data or have relationships with each other and other modules.  For example:  CIM, Agile, Security, delegated development (Studio), Portfolio

For example:  it is expected to be able to create a CIM entry from an incident, or create a STRY from a CIM entry.  That makes sense to me.  But ... should an incident, as part of its operational lifecycle, go straight to a Agile defect record for resolution? that just seems odd to me.  Appears to be a duplication (from my perspective), which may impact the operational dashboards if tracked in another application?  

But, should an application developed in Studio not be subject to request, incident and changes once operational.  There are customers using/consuming it.  To me it should be about the customer, not the technology.  Customers should always be able to log requests / incidents.  if we make them log defects and enhancements in agile, then operationally is becomes a challenge (especially with CSI), because we end up with 2 channels.  I think i'm missing something here.  but i am concerned about managing both demand and service delivery quality to the business, if i need to track in both ITSM and Agile.  There is also impact to knowledge and to service desk - needing to dot walk to a different module than incident to access the resolution details.  Am also seeing negative impact to reporting if part of the data is with ITSM (incident, request, change) and the work data/resolution is in Agile defects and enhancements.

So am looking for very high level.  something like below.  just inputs and outputs on how (out of the box) is intended to flow.  What would be the expected relationships, operationally.

thank you if someone can help.  i'd really appreciate someone else's perspective on this.

[OlaN]

Hi,

You might find some interesting reading on the ServiceNow success center.

Also, speak with your ServiceNow sales rep, they should be able to help.

[Diane22]

Thank you OlaN, some of these do provide excellent insight and at the level i was looking for.  I was hoping to hear from the community or find some servicenow best practice /recommendations.

improved context 🙂

we have over 3k applications (server, cloud, database, C++ etc) with different support models (IT supported, business supported, vendor supported, hybrids.  These are managed consistently across the enterprise leveraging ITSM practices:

• they are defined as a CI in the CMDB, which allows us to manage with their attributes (criticality, support level, managed by, offerings, receive data from, send data to, depends on, etc).
• the business goes to a unique portal 
• they are subject to all active practices as required (incident, request, MI, problem, change, etc) to manage risk

i was initially thinking to manage the ServiceNow Studio developed applications in the same manner as this functionality will quickly gain in popularity, and was concerned about recording all under the one CI (ServiceNow).

There is an appetite to manage everything leveraging Agile, which i am concerned about ... but these are times of change, and maybe i need to change.  but ...

• only 1 CI called servicenow, creates a challenge in managing individual attributes 
• • additional challenge by needing to use data mining (description) to understand which application this pertains to (data accuracy)
• creates a second location for the business to go to (portal for some apps, and agile for others)
• second stream for incidents (now defects) and requests (now enhancements)
• challenge in managing versioning (change) 
• ownership (managed by)
• concern about creating a developer 'silo' not bound by ITSM practices
• reporting impact 
• service desk impact - knowledge

Surely there is someone else who has experience with both ITSM and application development in ServiceNow.  I was hoping to gain from their learnings and have some insight on how they manage these apps.  I don't really care about how many CI's we have, i'm more concerned about having the right number of CI's to deliver efficiently to the business and be able to improve (reporting for trends and gaps/ CSI)

I can certainly see the benefits of Agile during the development phase, but I do tend to see these apps going live leveraging change, and sustaining both a single portal for the business as well as  leveraging CMDB and ITSM practices once they are defined as operational.

I am open to the fact that i may be "old school" and need to change, but seeking feedback as a first step ... thoughts ?

thank you for your time,

[OlaN]

I do believe that ServiceNow also has recognized the upcoming need to manage all application built in Studio and/or AES.

And so with San diego, they released the App Engine Management Center to have a one place to view/review all ServiceNow applications built on an instance.

That in combination with the Software Asset Management should cover most needs.

But I'm truly no expert on these matters, I haven't used any of these yet, and therefore I also recommended you to reach out to ServiceNow, or a partner to get better insight on where to go next.