Pack & Break! Green & Brown Field Implementation - Consideration

[ersureshbe]

Use Case:
When planning the ServiceNow program, whether it involves a greenfield or brownfield implementation, what key elements should be prioritized and prepared for in order to ensure readiness?

Description:
I have observed that many individuals possess knowledge regarding the technical aspects of our operations. However, prior to implementing any technical plan, it is essential to establish a comprehensive checklist to ensure the successful execution of the project. This checklist will assist in identifying the key areas of focus and determining the types of engagement required with key stakeholders through a workshop-driven approach. Furthermore, it will facilitate the organization of homework items, making planning more efficient. It is important to clarify what type of preparatory work key stakeholders should undertake, as well as what tasks the implementers need to complete to initiate the program effectively.

These focus areas are generally relevant for initiatives such as New ServiceNow transformations, re-platforming efforts, and Back to Box programs. The following items will aid in the preparation of the checklist before, during, and after the workshop. By creating a checklist, we can easily track progress, minimize oversights, and gain clarity on which items may require more time, allowing us to allocate our attention to other priorities accordingly.

Process:
A workshop-driven approach should be implemented to gain insights into the business and ticket life cycle processes. However, the business process itself will not be addressed within this framework. The ticket life cycle process will be managed through As-Is discussions and Process Mining capabilities. This approach facilitates the mapping of out-of-the-box (OOB) capabilities, identifies gaps, and outlines customization in accordance with best practices and OOB standards.

Foundation Data:
I have compiled the essential data that you should take into account for that program. Please refer to the link for a more thorough understanding.

Field Mappings:

The mapping of fields constitutes a crucial element of the technical landscape. It is essential to export the field sheets from each module in advance of discussions with key stakeholders. At the outset of these discussions, it is important to comprehend the existing tool fields and their respective descriptions, and to correlate them with the ServiceNow modules. Particular attention should be given to reference, choice, and boolean fields, and a matrix sheet should be prepared to document the current state (As-Is) and the mappings to ServiceNow.

Service Catalogue
The catalogue primarily facilitates engagement with end users. It enables the provision of services through catalogue-driven methodologies. Constructing the catalogue is not a straightforward task. It is essential to comprehend the complexity of the catalogue, which can be categorized as simple, medium, or complex. Consideration must be given to how the catalogue will be managed, whether through workflow or flow design. Additionally, it is important to determine the number of approvals needed and the number of tasks to be created, as well as whether these tasks should be executed in parallel or sequentially.

It is advisable to utilize a catalogue template for the purpose of collecting requirements. This approach should facilitate a comprehensive understanding of the variables, their types, the number of tasks, the count of approvals, the conditions for notification triggers, and any necessary service level agreements (SLAs).

Integration
I developed a comprehensive narrative regarding integration. This includes the various types of integration, recommended approaches, and effective management strategies, as well as best practices. For further clarity, please refer to the provided link.

CMDB
The implementation of ServiceNow is fundamentally important. It is essential to identify the number of existing data sources. Additionally, it is necessary to determine whether there is a scope for infrastructure discovery, end-user computing (EUC) device discovery, integration, or service mapping. If such scopes are present, please utilize the template to gather the requirements. Furthermore, collect information regarding custom classes and ascertain the number of non-discoverable attributes associated with the scope.

Reports & Dashboards
ServiceNow offers out-of-the-box (OOB) reports and dashboards for each module. However, these may not fully meet your business requirements. In this context, it is essential to determine the number of custom reports and dashboards that should be developed and included within the project scope.

Ticket
Ticket migration from the current tool is relevant for certain customers. Generally, it is advisable to refrain from migrating tickets to ServiceNow. Achieving a stable state will require additional time, effort, and enhanced governance. The best practice is to migrate only active tickets along with their associated worklogs and attachments.

Data Visibility
Data visibility is consistently organized according to business units, companies, or specific personas. It will be governed through Access Control Lists (ACLs), Query Business Rules, and Domain Separations. The most suitable approach will be selected and aligned with the business requirements.

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Regards,

Suresh.