SPM and ITSM

msanto
Kilo Contributor

yesterday

What should be implemented first, ITSM or SPM?

Which are the mean goal of each one?

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GlideFather
Tera Patron

7 hours ago

Hi @msanto,

 

your question is quite strange... however I will try to explain :))

you simply cannot have a ServiceNow instance without ITSM, it's always there while any other module must be activated/purchased, but ITSM is a ground and cannot be skipped. ITSM serves for your internal employees - incident, problem, change, request and knowledge management.

 

Practically this module is to investigate to issues and restore/resolve them ASAP. Something is broken, so it is an incident. There are several Incidents (same issue reported by many people) so you associate them under a Problem to find the root cause. Once you know the root cause, you need to request a Change (adding, replacing or removing something) that must be a part of a Request with approval. Then you share what happens as a Knowledge article. This is very simplified version of ITSM (I'm a lazy one hahaha).

 

So ITSM must be always implemented first, because it's a defualt and in-built capability. And based on that more modules are extending it.

 

While the SPM (Strategic Portfolio Management, ex IT Business Management) focuses on Ideas, Demands, Projects, and Resources.

 

For better understanding i recommend you to take these (or any other) courses at the SN University:

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No AI was used in the writing of this post. Pure #GlideFather only
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