Starter Pack

[TSP666]

We are about to embark on an implementation of Service-Now, the partner performing the implementation is proposing a "starter pack' to accelerate the implementation.

I'm trying to understand the added value of this starter pack Vs the existing out-of-the-box "Best Practice Plugins", especially when considering that compliance with the ITIL methodology (as opposed to   best practices / recommendations) is a key requirement. My feeling is that the vendor is selling us functionality which is already included with the solution, in addition to the starter pack we have been requested more than 20 days consultancy for the first phase of the implementation (incident, problem, change, config, requests).

Does anyone have experience with vendor starter packs and/or recommendations ?

The starter pack comprises pre-configured applications and consultancy with the following functionality:

Starter Pack is build for Small and Medium Enterprises that are looking for a way to accelerate their adoption of ITIL Best Practices in order to gain the real benefits of using an effective IT Service Management solution.. It included the following functionality:

Starter Pack includes the following pre-configured applications:

Incident Management
o Pre-defined incidents resolution flow, category structure, closure codes and assignment rules as per   best practices
o Business services links to understand business impacts of incidents
o Pre-defined   content for email notifications

Problem Management
o Pre-defined resolution flow linked with associated incidents
o Connection with Advanced Knowledge Management to allow promotion of Problems' resolutions to knowledge
o Pre-defined   content for email notifications

Change Management
o Efficient   change categorization
o Pre-defined workflows for all change types
o Pre-defined risk calculation algorithms
o Pre-defined   content for email notifications

Configuration Management
o Excel templates and methodology for quick data upload and mapping
o 92 pre-defined configuration item classes

Integration
o In-bound and out-bound email set-up

Self-service portal
o Setup of the Self-service portal to allow end-users to raise and track support requests on-line, and access news and knowledge

Reporting
o Pre-defined ITIL KPI reports as per   best practices

[tony_fugere]

At Navigis, we use the Common Practice build for most of our Phase 1 implementations when our scoping calls dictate that it makes sense. This is a special build that is maintained by the ServiceNow Professional Services team. This may or may not be the same thing or an augmentation of that. Ask them about that. Portions of the features listed here read as if it is simply the Common Practice build from ServiceNow PS. We love using it, so I would not blame them for using it, too. Rumor has it that ServiceNow plans to incorporate BP and CP into one in the future.

From a consumer perspective, I would suggest that they show you the differences in real-time (on two instances) between the "vanilla" BP build and their "Starter Pack" to see the value. That's what I would do if I were shopping for a new ITSM product.

We do not have such an option as we find that many of our customers have too much need for customization to make it valuable. Which brings up another question to ask your team:

"Does the Starter Pack add so much that it would have to be re-engineered to fit our needs?"

It certainly would not be fun for you and/or the partner to have to go through the hassle of tearing down/out the options that make their Starter Pack such a great help.

[TSP666]

Thanks Tony, this is really useful information for me.