How to capture business requirements for ITSM?

[ajay_y]

We are starting our journey to implement ITSM at Schneider Electric. I wanted to reach out to community to understand if there is any recommended template for gathering business requirements? 

Which will help us in the future to map it easily with ServiceNow product features & Define functional specifications..

Appreciate the help. Thanks!

[williamsun]

My personal opinion, in order to start driving value with a quick turnaround, do a phased approach.

First, start implementing INCIDENT management, and customize only what is necessary.

You will realize that many things are a certain way because they are best practices, and it would suit you if you could adjust your procedures a bit to work the way it is set out-of-the-box.

[ajay_y]

Thanks for the guidance William. Exactly what we intend to do. And hence I was hoping if ask the business process owner to capture the requirements in exactly against what is available in ServiceNow OTTB. Is there some sort of template that I can use for that? 

[williamsun]

Hey, I think the following link would help you greatly, I sure wish these tips were around when I started deploying, the first one has a bucket load of other links:

https://community.servicenow.com/community?id=community_article&sys_id=fe3c6a61dbd0dbc01dcaf3231f9619a2

http://servicenow-support.org/pdf/Guide-to-ServiceNow-implementation.pdf

https://www.provintl.com/blog/servicenow-best-practices-the-6-stages-of-servicenow-implementation

William.

[ajay_y]

Thanks William. I will review this content, on the top looks like this will definitely help.