Is it possible to reset ITSM without affecting Customer Service (CSM) scope?

[Teresa8]

We've been tasked with rebuilding our ITSM related items. Incidents, Requests, Problem, Change, etc... our new VP wants everything built from scratch, and does not want our old configurations to be left on the system. However, we need to be sure we don't do anything that affects our CSM configuration, the Customer Service application. Is this possible? Is there a way to essentially zboot or delete just ITSM without affecting other scopes?

I have just recently completed the ServiceNow Fundamentals course, so please dumb down any answers.

[Maik Skoddow · Accepted solution]

Hi @Teresa8 

without knowing your current state of implementation and configuration it is impossible to give a valid answer.

Basically it should be possible, in case all CSM-related configurations and customizations have been captured anyhow (UpdateSet, Git Repository, Application Repository) and published there. Then after zbooting it should be possible to install your custom application again in your instance.

But again: Without an extensive analysis of your instance, there is no chance to give a serious answer.

Maik

[Teresa8]

Thanks, Maik! We were hoping there would be a way to not have to reinstall our CSM configurations and customizations.

We've been using ITSM and CSM for almost 4 years now. All configuration has been done by outside vendors using update sets (no repository) and there have been quite a few changes since the initial implementation of CSM.

Sounds like we'll have to figure out a plan B.