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 🙂

[Mol1]

Hi Anshu!

Thanks for your advice! However, you shocked me! When using discovery and cmdb, you create automatically the configuration DB with the relation between the assets : it's the benefit of using discovery (the native tool to asset discovery and integration). That means if Discovery discovers a program server on a machine, it links this server with the machine, so you know where it is located in full: logical and physical location.

Clients who map the assets manually do not have the discovery module. I'm a former peregrine systems IT Asset Manager and CMDB pioneer. Maybe I'm missing something in SNOW, so let me know.

Discovery is a horizontal process that automatically identifies and gathers information about IT infrastructure components (CIs) like servers, network devices, and applications. It uses probes to collect data from target machines and sensors to process that data. Discovery has phases for gathering information.

Service Mapping is a vertical process that builds upon the data collected by Discovery to understand the relationships and dependencies between CIs and map them to business services. While Service Mapping uses discovered CIs, it employs different methods, primarily pattern-based discovery, to understand application services.

Therefore, Service Mapping is partially included in the broader Discovery process, but is not entirely the same. Discovery provides the foundational CI data that Service Mapping then uses to create a holistic view of services.

Source:

https://www.servicenow.com/docs/bundle/xanadu-it-operations-management/page/product/service-mapping/...

[Alessandro Alme]

Hello @Suggy,

Now Create has the asset Service Operations Recommended Implementation Sequence. I think this asset may be helped you.

Thanks,

Alessandro.