ITSM and DevOps

[Diane22]

Looking to build a bridge between two perspectives, while still doing the right thing for the organization, and moving forward correctly to the future (SN technical debt)- Our organization does not "sell", and we are an ITIL based organization.

Team A:  

- Information Technology resources

- Technically strong - work primarily in agile (defects, enhancements, DevOps releases)

- Weaker in ITIL / ITSM adherence

-  Agile PODs were created for each 'business' unit

-  Each POD has its own catalog and potentially their own Portal

-  Each POD has its own dev and approver group and 

-  The CI used for Incident and Change is the ServiceNow configuration item

-  Workflows are developed under the application scope for that POD 

-  Only PODs and Admins have access / visibility on the outcome records/tables of the PODs

-  The recommended triage approach is a combination of scheduled queue monitors for triage and each POD can access the queue to take ownership of their own records autonomously

-  If the workflow is identified as "technology type of work" then RITMs are used (with tasks)

-  If the workflow is identified as "business type of work" then the record type is cases (following the HR model, we do not own CSM application)

-  Cases to not use CI, offering, nor do they relate to an ITSM technical service (non-IT related work)

-  Team does follow the recommended ITSM release and change practices

TEAM B:

-  Information technology resources

-  Practice Owners are ITIL Experts (v3 / MP4)

-  ServiceNow development capability ranges from non-existent to strong, but are no active developers

-  Strong adherence to CSDM framework

-  Practices follow ITIL best practices, adapted to the size of the organization and the level of maturity

-  ITSM Workflow tasks contain variable set to indicate the Configuration Item impacted / Service Offering and Technical Service for reporting / trending etc. 

-  Incidents, Requests/Demand, Problem, Change, CIM records use the similar variable set to report up to the Technical Service which is defined and aligns to the business function IT enables and rolls up to the Service Portfolio.

-  Configuration Items can have several support groups (supported by a Knowledge Article)

-  Triage is a combination of scheduled queue monitors, and support teams can access the queue to pick up their own records

-  CMDB Configuration Items are well defined (CI Class Manager + Discovery) but is not yet the single source of truth at the organization level

-  Business applications are defined but not actively consumed/actioned at this time (design domain)

-  Technical Services contain relationships between defined configuration items and are related to a Technical Service managed by a named Service Owner, rolling up to the Service Portfolio (being a collection of Services.

-  Less mature domains are (sell/consume, design, build)

Challenge:

- Strong appetite to have workflows, developed under an application scope (pods) be represented as a CI in the CMDB in order to support call routing using an ITSM support / approver group

-  Workflows do not currently qualify as a CMDB CI

What would be the ServiceNow recommended approach to define the outcomes of the developer teams (POD developed workflows) using appropriate relationships in the CMDB?

How best to integrate /connect these teams yet follow best practices (ITIL and ServiceNow)

[Diane22]

@VenniMakarainen just found an article CSDM & Request Catalog - service offering and cata... - ServiceNow Community which just may be the answer to the challenge above.

thank you Venni, will further explore this area in ServiceNow