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.

[ravikamma]

Hey Chetan - thanks for the response. The baseline processes are a good start. As I have started to dig deeper with regard to OT incident management, I realise that OT is a completely different beast. We had used the existing IM process and identified parts of the process which would need to be redesigned for OT. 

[Chetans1ingh]

Glad I could help!

I'd love to hear if you have been able to leverage the same native capabilities of the platform to route OT-INC's & CHG's based on OT Devices (again, CSDM alignment comes to play here) - start small by addressing simple catch & dispatch use-cases and advance from there. Also, clearly demarcate your OT related groups (e.g. site engineering) based on sites (if possible) so you can build flows in future specifically based on certain issues.