Tracking additional Add-on/Optional Extended Support Lifecycles

[dimitrisala]

Hi,

The scenario we have is that we utilise additional/add-on support provided by publishers beyond the Extended Support. We would like to also track the lifecycle of this support. Currently ServiceNow only includes General Availability, "mainstream" Support and Extended Support Lifecycles. Additional Lifecycle Support phases beyond this (e.g Microsoft ESU, RedHat Extended Lifecycle Support, Oracle Sustaining Support) is not available. 

How can this additional support best be tracked with software product lifecycles? There is the ability to create a Custom Product Lifecycle, however this is more suited for tracking of lifecycles for SW Models that do not have or are missing lifecycle date. Custom Lifecycle records still limit you to creating records with a Lifecycle Phase of Pre-Release, GA, End of Support, End of Extended Support, End of Life, where we would like to track an additional phase that is after End of Extended Support.

Has anyone found a simple way to track these additional Lifecycles?

[dreinhardt]

Hi @dimitrisala,

I'm assuming that you have already found a solution or implemented your own suggestion. I would also create a new phase to cover the requirements. You should also raise a ServiceNow Idea Portal posting to let them know we need additional phases/types.

You could also create a maintenance contract and link all covered assets for another way of tracking, but with the benefit of contract notification 30/60/90 days before the contract ends.

Best, Dennis

[dimitrisala]

Thanks @dreinhardt. Will look to create the additional Lifecycle Phases and manually maintain the dates for now.

I have created an Idea to include the additional Lifecycle Phase dates as part of the content service  - View Idea Page - Idea Portal