Hello,
My name is Fabian Kunzke and i am currently working as a solution architect/developer. Within the last year i had the pleasure to work with a growing amount of smaller companies interested in the plattform. Each an every project varied in topic, reaching from a small MSPs to the use of a financial application. In all of these projects on question persisted:
Is it possible to not use anything but the incident management?
Such a simple question. Most of the time i would suggest to utilize the switch to another plattform to reinvent the internal ITSM processes to include change, request or problem management. To go further than "just switching". But for a smaller company, changes like these are not easily achieved.
On the contrary bigger companies, which i have been blessed to work with, wanted a cleaner, more flexible onboarding process for new users. To let them start with the incident management and then expand to other processes as their knowledge and expirience grew.
So two different inputs, same question:
Is it possible to not use anything but the incident management?
Well, possible for sure. But at what cost? OOB? There we would have the itil role. A role not only known as a process oriented one, but also for beeing woven into the fundamental architecture of each and every ITSM-Process on the plattform. In short: whoever has the itil role better be doing all of it.
How come? How is a plattform, known for flexibility, so strictly pushed into a static position. Why does this role even exist? Not only is it used for ACLs, Business Rules, Client Scripts, Views, Modules and any other technical goody, it is also directly assigned to users.
So is it possible to not use anything but the incident management? No. No it is not.
Splitting roles to seperate between users working on problems and those who just want to stick to incidents cause they have not yet been educated in the process? Not possible. Not until you remove the itil role and replace it with your own. But why?
Dear servicenow:
Why does the itil role still exist? Will it be reworked into a more flexible structure?
Greetings
Fabian
