Hi, we are using the Now platform to enable IT and Enterprise Service Management. I'm looking to establish governance around how we configure the platform for our non-IT teams (e.g. Corporate Travel).
- We are currently using both ITSM Global and scoped apps with a record generator facilitating task management.
- ITSM Global is used when there are no information privacy / security concerns, or more complex workflows requiring Request Management. Scoped app is used for simple task generation + form, and to facilitate Citizen Development without exposing Global.
- Cross team workflows for "information-sensitive" services are enabled by Universal Request across the platform.
I'd like to unify our approach when onboarding new teams. How do you do this in your organisation?
