CWM integration with ITSM and ITOM – supported applications and task completion

DAVIDG927728734 · 3 weeks ago

Could you please help us validate our understanding of Collaborative Work Management (CWM) and its connectivity with ITSM and ITOM?

For our project, we are evaluating the use of CWM as a team-level collaboration and work execution layer, with the objective of connecting ITSM and ITOM work into CWM and enabling teams to manage and assign related tasks from CWM Boards.

The applications/processes currently within our scope include:

Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Hardware Asset Management (HAM)
Software Asset Management (SAM)
ITOM

Our current understanding is that records originating in these applications can be connected or referenced in CWM, while the source application remains the system of record. We also understand that the connectivity is unidirectional into CWM, rather than a bidirectional synchronization.

Could you please confirm:

Is this understanding of the CWM integration model correct?
Which of the applications listed above are natively supported for connectivity with CWM Boards and/or Docs?
Can CWM be used to assign and manage team-level tasks associated with records originating in these applications, while maintaining the original record in the source application?
If a task originating from an ITSM or ITOM record is assigned and completed in CWM, how is the completion/status of that task reflected back in the original record in the source application, given that the connectivity is described as unidirectional into CWM?
Does this require a specific mechanism, flow, automation, integration, or configuration to update the source record, or is the task completion only reflected within CWM?
Are there any limitations, dependencies, licensing considerations, or specific plugins/configurations required for these integrations?
Most importantly, does this model cover the complete set of applications and record types included in our project scope, or are there applications/record types that would require a different integration approach?

We would appreciate confirmation from the ServiceNow SPM/CWM team so we can ensure that our proposed architecture, task management model, and project scope are aligned with the supported capabilities of the platform.

Thank you in advance for your guidance.

Sunil B N · 3 weeks ago

Hi David,

Is this understanding of the CWM integration model correct?
You are almost there 🙂 The below answers would help you to understand more.
Which of the applications listed above are natively supported for connectivity with CWM Boards and/or Docs?
CWM "connected work" works with any task. You can create any task type filter and bring them together to the CWM Board. You can also mention any task record within Doc based on the configuration.
So any task extension table from the mentioned products will be surfaced to connected work.
Can CWM be used to assign and manage team-level tasks associated with records originating in these applications, while maintaining the original record in the source application?
You will have visibility across all records, and you can assign and edit records within the side panel of Board. And you will be editing the original record and hence there is no need to sync records.
If a task originating from an ITSM or ITOM record is assigned and completed in CWM, how is the completion/status of that task reflected back in the original record in the source application, given that the connectivity is described as unidirectional into CWM?
If the task is completed it will directly reflect within CWM. We will be showing the same original record.
Does this require a specific mechanism, flow, automation, integration, or configuration to update the source record, or is the task completion only reflected within CWM?
You don't need any workflow to achieve this.
Are there any limitations, dependencies, licensing considerations, or specific plugins/configurations required for these integrations?
There is no special licensing required apart from CWM and respective product licenses. There is no hard dependency on any other product areas either. Ex: if ITOM is installed, we show the tables and data which user can see in the connected work.
Limitations(By design): Today we allow to create automations for CWM tasks but not for connected work. Reasoning behind this is that each task has its own life cycle and we dont want to disturb that without knowing it to full extent.
We also don't allow in-line creation of these connected work items for business complexity they can have.
Most importantly, does this model cover the complete set of applications and record types included in our project scope, or are there applications/record types that would require a different integration approach?We support all task extensions. If there are tables which are not task extensions - we will not show them in the connected work.

Final thoughts: You can dry run this with a small team or a few products to see how it goes. We’re happy to help with any challenges you encounter.

We’re hosting a two-day Nexus event specifically for SPM, EA and CWM. You can register for free and meet our CWM team and other customers to discuss what works best. You’ll also get direct access to the teams developing future products and an early look at the latest CWM innovations.

Please let me know if you have any further queries.

Thanks and Best Regards,
Sunil B N
Engineering Lead for CWM