Implementing new ServiceNow applications/features

Diane22 · ‎10-07-2022

not sure if this is the correct forum. Let me know if it isnt.

Issue: we have now have 2 (minor) operational "opportunities" where the cause was the implementation of new applications in ServiceNow. I am wondering how we can mitigate that risk moving forward.

I have consumed "Define Development Management Practices - Customer Success - ServiceNow" and the cycle defined (page 10 and 13) is clear. What do we do differently:

1 a. enable (ie: CIM) plug-in in production (as the very first step) - this is the cause of one of our operational disruptions

So, prior to cloning production to allow for development to take place, the plug-in/feature is first enabled in production.

I am a little old school but this prompts the question: should it not (can it) be enabled in dev as a first step to allow the work to take place? Would the release (closing) to prod not also include all the settings / plug-ins being enabled? I am being informed that enabling in PRD as a first step is the "recommended ServiceNow" approach and for some reason this makes me uncomfortable. I feel there is something i am not understanding.

I do understand that enabling a plug-in is low to no risk. However, due to either internal configurations/customization there is always that risk. Thought I'd ask here to see if this can be better managed.

thank you for your time,

Saurav11 · ‎10-07-2022

Hello,

I am note sure of this statement "enabling in PRD as a first step is the "recommended ServiceNow"".

Any new functionality/plugin small or big should always be done on Dev before taking it to higher instance. It not only helps us to better understand the plugin but also helps to avoid any outage. Also more we go away from the OOB setup with our customizations more are the chances of plugins having effect and not properly working.

Please mark answer correct/helpful based on Impact.

View solution in original post

Saurav11 · ‎10-07-2022

Hello,

I am note sure of this statement "enabling in PRD as a first step is the "recommended ServiceNow"".

Any new functionality/plugin small or big should always be done on Dev before taking it to higher instance. It not only helps us to better understand the plugin but also helps to avoid any outage. Also more we go away from the OOB setup with our customizations more are the chances of plugins having effect and not properly working.

Please mark answer correct/helpful based on Impact.

Diane22 · ‎10-09-2022

and i've learned something highly valuable ... the difference between cloning and update sets.

thank you very much. Assumption: the update set will take care of any plug-ins which would need to be re-enabled in production.