How's ITOM leveraged with SPM?

ashwanikumar
Tera Expert

‎02-20-2024 03:45 AM

Hi All,

 

Wanted to understand how ITOM is leveraged within SPM?

E.g. Service Offerings and CIs plays a very important role in ITSM processes. Same way How's ITOM linked with SPM and what are the best practices around it? how can I expand it further? 

 

OOTB there is cmdb_ci field in demands and projects which refers to specific class of cmdb (generic applications). What these applications play role in SPM?

Thanks,

KUMAR

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Community Alums
Not applicable
In response to Community Alums

‎02-20-2024 08:50 PM

Hi @ashwanikumar ,

Any update on this ?

 

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Antheia Mun Li
Tera Contributor

‎02-20-2024 07:49 AM

Hi Kumar,

I'd guess your audience are those who are not ServiceNow SMEs? 

For audience like service owners, the linkage between SPM and ITOM is how service disruption is being managed: when an event triggered by a CI issue, the ways impacted service is identified and fixed, also the aspects that all dependent/depending items are remedied in the longer-run, through a robust demand and project management process. 

 

I am not so sure about your question on "these applications". Maybe you could clarify?

 

Thanks,

Antheia

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Jim Palmer
ServiceNow Employee
ServiceNow Employee

‎02-20-2024 02:15 PM

@ashwanikumar 

i'd refer to the CSDM 4.0 specification for a visual representation. SPM sits more in the sell/consume & design space. But in order to work out the operational impacts of a service offering (and what technology makes up that offering), you link the [service offerings] to the [application services] - an instance of an application stack - which relates to all the CIs discovered by ITOM discovery. It lets service owners see incidents/problems/changes related to their services.

 

As @Community Alums has said this also dovetails very nicely with APM. It uses ITOM discovery (to find installed software) and SAM (software models and lifecycles) to determine operational risk for aging software (Technology Portfolio Management) or non-standard software (Technology Reference Models) .
It also allows evaluation metrics of those [business applications] against assessment criteria (surveys, operational criteria - e.g. incidents/changes SLA breaches, and software risks, both lifecycle and standards) to see trends and raise demands/projects to change your business application landscape.