Service Request for the enterprise - Part 2

[Gaurav Bajaj]

Continuing from the last blog   on service request for the enterprise, let’s deep dive further into second approach.

Approach 2: Use ITSM for IT Services and App Engine for Non-IT Services

Here, you keep ITSM purely for IT-related service requests, while App Engine is used to build tailored workflows and data models for non-IT departments. For example, Visa, Finance, facilities have their own scoped ServiceNow applications and respective data models. All scoped application related service requests are still unified through an employee service center with their respective specific catalogs.

Use Cases & Scenarios

• If the organisation have specific business processes where OOB application is not available.
• You are constrained on licensing construct using ITSM and App engine packages only.

Benefits

• No ITSM customization: Keep IT services clean and isolated.
• Faster innovation: App Engine accelerates low-code/no-code development.
• Better data security: Sensitive non-IT data  stays in its own scope app.

Limitations

• Requires strong governance to prevent too many siloed apps.
• Can increase development & maintenance effort if not well-planned.
• Technical debt is introduced if we plan to leverage OOTB applications in future such as HRSD, WSD for some of the departments.
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In summary, this approach is better for non-OOTB use cases like travel, visa, communications or for Finance, procurement areas where ServiceNow OOTB apps are equally new and gradually maturing.

But this should not be followed for areas like HR services where ServiceNow has their mature applications (HRSD) with industry best practices, use cases and in-build integration with 3rd party applications.

This concludes our second approach, we will deep dive into last approach in the next blog.