Best scalable way to manage ServiceNow platform requirements for small teams

[a_3456]

Hi everyone,

I recently joined my organization as a ServiceNow Platform Admin. We currently have ITSM, and most ServiceNow platform requirements, enhancements, technical work, and development work are being tracked through Incidents or Catalog Requests.

I want to introduce a more structured process with proper requirement intake, backlog management, auditability, traceability, and a delivery lifecycle that can scale as the platform and team grow.

I was considering Agile 2.0, but with it being deprecated, I’m not sure if that is the right direction.

For a small ServiceNow team using ITSM today, what would you recommend as the most scalable and economical approach?

[Hemanth M]

Hi @a_3456 ,

If you would like to do this in ServiceNow, I would suggest Collaborative Work Management (you need to procure this subscription separately), this allows you to track all of your work, including task records, documents, etc. and it has prebuilt templates and automation capabilities.

More info: https://www.youtube.com/watch?v=kI0bkrKt2QE 

Hope it helps!

[a_3456]

Hi @Hemanth M , thank you and appreciate your suggestion. Since we are team of just two for now, I doubt if the organization would approve to purchase additional license for CWM. How about building custom scoped Agile application with custom tables - Epic, Sprint and Story? What are the downsides going forward for scaling and maintenance?  I considered Jira as well but org prefer to keep ServiceNow related stuff within the platform. Thank you.

[Hemanth M]

Hi @a_3456 

Forgot to ask, do you have the SPM use case implemented if so CWM is part of SPM if not, we need purchase separately 

if you build this custom - you need to maintain this, you may miss on the OOB features including AI capabilities and its difficult to build this type of UI

Hope it helps!

[Hemanth M · Accepted solution]

Hi @a_3456 

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