How to do gap analysis in ServiceNow?

[Suggy]

Our customer is using ITSM modules only. They have a small inhouse team to work on the platform, doing very small customizations.

Now they are interested to know if they are utilizing the platform to the fullest, any process gaps etc. (with current modules only)

Small E.g. - Auto close an Incident after 5 days of resolution . Here need to check if they are following this or not.

In similar way, need a list of such features/recommendations/KPIs to align the customer's configurations/needs with ServiceNow Best practices.

If there any deck or materials provided by ServiceNow to do a gap analysis quickly, please share the same.

Thanks 🙂

[Ravi9]

if you have access to partner portal there should be tons of decks to use as guide

[Suggy]

Yes I have access. Could you please share the links if you have handy.

[Ravi9]

Its not one document ! you have to understand there is a lot of considerations here , so first i suggest you search and look for sample decks , see what makes sense to you and work from there ! "utilizing platform to fullest" is quite BIG depending on your landscape , industry domain and user base and cannot be answered in one document / link ... You have to do a roadmap as well for which you will need a thorough assessment of your target [as-is vs to-be state] and a path to reach , it could be 6 months roadmap or few years depending on the size . Hope it makes sense

[Anshu_Anand_]

It Depends upon the entire knowledge of the product you have and what is the existing configuration.

That is the gap.

ServiceNow is capable of doing many things.

For example you are using only Incident and change management but ITSM has also many other things.

In itom if you are using discovery and cmdb, then you are missing service mapping, Orchestration .

To know the best gap, try to explore the servicenow products on a top view , not in depth.

What are the capabilities , features in the product.

You can search here the listed products.

https://www.servicenow.com/products-by-category.html

Hope its helpful