OT Incident and Change management process Documents

[ravikamma]

Hi all - hope everyone is doing well. From an OTSM perspective, are there any references for Incident management or change management process documents for the OT environment. Most of the discussion in the e-learning is about implementing the module but i am not able to find any specific process references.

Any pointers to the same should help.

[robertrash]

Hi Ravi.

I'm one of the PMs here for OT at ServiceNow. Let's get some time together to discuss more.

[Chetans1ingh]

I believe you should find them in Now Create for collaterals or assets for reference. At a high-level, you would primarily start with defining the process interfaces between standard IT INC vs. OT INC > correlate to the User Persona or Use-cases based on OT INC Categories & Sub-categories.

A majority of the "Process" related documentation can be inherited from the existing IM process i.e. detection, classification, prioritization, assignment, child incidents or incident tasks etc.. The primary difference will be for you to enhance it in the context of OT - which is where the existing IM process would work as a "baseline" for you to get started with the Process/ Service Owner(s)

From a Platform perspective, do not forget to make sure you are still aligning it with the CMDB & CSDM data model architecture.