Capability- or other higher-level Digital Products?

[Tom Sienkiewicz]

Hi Folks,

I was wondering if anyone's organization has implemented "Digital Products" but not on a 1:1 level with Business Apps, but rather as something higher, possibly even at the Capability level? Imagine Product XYZ, which consists of Business Apps A, B, C. The individual apps come and go perhaps, but the product stays "operational".

If yes, it would be amazing if you could share your thoughts on a few areas:

1. What Product Model have you used? Application model, Service model, or maybe some custom model?

2. Have you grouped those Products into specific Portfolios in SPW? If yes, based on what?

3. Do those high-level products have one owner? Do you also have a business analyst/architect/developer/support kind of people put together for such product?

4. How do you capture new demands against those products? Do you use Product Idea or Demand directly? If Demand is used, how is the initial routing of the Demand to the correct Demand Manager(s) handled? Is it going to PO or maybe to some larger group of people initially?

5. If you allow end users to raise Demands or Ideas, have you exposed those Products to them, to be selected? alternatively, have you exposed Portfolios or something else (assuming you route demands automatically and not rely on centralized triage)?

With the recent shift to product-centric operating model and also seeing as CSDM 5 goes into this direction, these some of the burning questions I have, since traditionally, I think "product" was typically associated with a specific business application. I'm not sure there is any prescribed way to set up the above scenario in ServiceNow, so any hints if you've done a similar tings are highly appreciated!

Many thanks,

Tom