Why ServiceNow does not include OT Request inside the Manufacturing module?

[Henry Chinaski]

Hi,

We are part of a leading global manufacturing company who has been working last few years inside the Industrial Solution for Manufacturing product in ServiceNow. Inside it, looking within the options of the Operational Technology landscape and, specifically, inside the one created for Service Management purposes; OTSM, we really miss the use of the “OT Request” within the product. Just as ServiceNow proposes in its ISA-95 model to inventory the entire OT CMDB, we are expecting limited visibility through requests such as that already included in the plugins for OT Incident Management and OT Change Management. What is the reason why OT request capability is not available?

Any recommendations or comments will be greatly appreciated.

Thanks.

Regards.

[James_Burson]

Henry,

I'm not part of the Product House or a SN employee, so take this for what its' worth - but there's no reason you can't fire up an OT team facing Service Catalog with the base ITSM Request functions, Publish it only to your relevant OT users/departments, and go down the path of building out what you need there. 

Similar to Knowledge, at first glance the ITIL Request concepts really are more universal, and wouldn't necessarily require custom build to support things that have to be restricted by re-working the methodology behind the scenes of the platform.  OT Incident & Change are a bit different because of the idea how we are purposely restricting access to the OT CI records, and with Change, the OT oriented change models have a lot more probable complexity than the current generation IT ones will given the massive distinction in risk and new teams that are not in the IT world, so having a distinct module makes sense there.   

I'm sure one of the product team can weigh in as well -- but I'd love to hear more about what you're seeing on OT Request that isn't a straight forward fit right now. 

James