Managing Service Design Packages in ServiceNow

[dellamichnavich]

How are you managing Service Design Packages?  

We're rolling out SDP and there is a lot of grumbling about using Microsoft Word to capture all the aspects of the design for each of our services.   There must be a better way (hopefully using ServiceNow) to manage what should be a detailed and very dynamic knowledge source.

More information on Service Design Packages here.

[alan_lowrance]

Have you had much luck importing a .docx file into a knowledge base article?   They have a "Paste from Word" option, but we haven't had much luck with embedded pictures and other things.

[dellamichnavich]

Hey Alan!

Well, let me be clear, I want a better solution to Microsoft Word to manage Service Design Packages.   We haven't launched SDP yet, and people aren't exactly welcoming this paradigm shift, or the extra documentation.

We could import docx files, but a system solution that can enable SDPs to mirror their dynamic lifecycle would be optimal.   Any recommendations?

[alan_lowrance]

I don't know anything about SDP's, never heard of them before today since my business doesn't do any SDLC, Waterfall, SCRUM... anything.

[joshua_addingto]

Take a look at this K15 presentation about the value of including a SDP for each service managed by an organization. It includes some great ideas and examples, as well as hints of areas you could use a custom app in ServiceNow to build and maintain the SDPs themselves.

Pragmatic Service Design Package — A Baseline Approach Bridging 7 Key ITSM Processes

I believe the closest OOB ServiceNow feature that you will find is going to be Service Offerings and the associated Business Service Catalog...

Service Offerings - ServiceNow Wiki

Thanks,