With the Jakarta release, the ServiceNow ITSM product team partnered with ServiceNow Global Services to harvest the proven practices gleaned from experience with thousands of customers. With Jakarta, "best practice" plugins were introduced for:
- Change Management
- Incident Management
- Problem Management
- Service Level Management
For details on these plugins and what changes they make, see the "ITIL proven practices alignment" section in the release notes for each application below:
These plugins are activated by default for new Jakarta instances.
When upgrading to Jakarta, these plugins are available for activation only by requesting them through the HI Service Portal. Activating these plugins will update the forms and functionality of the applications. Before activating these plugins in an upgraded production Jakarta instance, they should be activated in a cloned, upgraded sub-production instance and validated.
