Expand technology services while reducing costs blueprint

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Expand technology services while reducing costs blueprint

    This adoption blueprint guides ServiceNow customers in creating actionable plans to automate core service and operations processes effectively. It helps organizations expand their technology services while reducing operational costs by leveraging a range of integrated ServiceNow applications and best practices.

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    Build the foundation

    Configuration Management Database (CMDB): Serves as a centralized source giving full visibility into the IT environment by storing detailed infrastructure and configuration data. This enables network monitoring, stability, and performance optimization. Deployment playbooks and resources help ensure proper implementation.

    Enhance the experience

    • Service Level Management (SLM): Gathers service requirements and monitors service level agreements (SLAs) to ensure commitments are met.
    • CSDM and CMDB Data Foundations Dashboards: Provide insights and recommendations to optimize the configuration and usage of CMDB and Common Service Data Model (CSDM), helping mitigate risks.
    • Discovery: Automatically finds applications and devices on the network, updating the CMDB to support incident self-resolution.

    Optimize the functionality

    • Service Mapping: Discovers application services and creates comprehensive maps of devices, applications, and configurations to improve service understanding.
    • Change Management: Controls change life cycles systematically to implement beneficial changes with minimal disruption.
    • Incident Management: Restores normal service operation quickly while minimizing business impact.
    • Knowledge Management: Shares information through knowledge bases to aid self-help, troubleshooting, and task resolution.
    • Problem Management: Identifies root causes of IT errors by analyzing related incidents to prevent recurrence.
    • Service Catalog: Enables customers to request services and products via self-service portals.
    • Service Operations Workspace for ITSM: Provides a unified, configurable workspace to streamline IT Service Management and IT Operations Management workflows.
    • Certificate Inventory and Management: Discovers and proactively manages TLS certificates, supporting IPv6 environments.
    • Firewall Audits and Reporting: Discovers and inventories firewall policies and devices to enhance security oversight.

    Add advanced features

    • Digital Portfolio Management (DPM): Centralizes management of all services, applications, and products in one location for better portfolio oversight.
    • Health Log Analytics: Proactively prevents IT issues by enabling root cause analysis through log triage and raw data analytics.

    Practical benefits for ServiceNow customers

    By following this blueprint, customers can expect to:

    • Gain comprehensive visibility into their IT infrastructure and services.
    • Automate and streamline IT service and operations processes to reduce costs.
    • Improve service reliability and user experience through proactive monitoring and management.
    • Enhance decision-making with actionable insights from dashboards and analytics.
    • Enable self-service and efficient change, incident, and problem management workflows.

    This blueprint provides the roles, resources, and playbooks necessary to implement these capabilities effectively, ensuring that customers can scale technology services while optimizing operational expenditure.

    Select this adoption blueprint to create actionable plans to achieve your organization's business goals for automating core service and operations processes.

    Note:
    The applications recommended within a blueprint may include, but aren’t limited to, the following applications. Factors like entitlements and other instance dependencies can cause the number of recommended applications to vary.
    Track Recommended applications Description Roles installed Additional resources
    Build the foundation Configuration Management CMDB is a centralized source that gives you full visibility into your IT environment. By storing information about your organization's infrastructure and how it’s configured, this system enables you to monitor your network and ensure stability and best performance. cmdb_import_api_admin, cmdb_inst_admin, cmdb_ms_admin, cmdb_ms_editor, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, ecmdb_admin, sn_cmdb_admin, sn_cmdb_editor, tracked_file_reader
    Enhance the experience Service Level Management Service Level Management (SLM) helps to gather service requirements and monitors and reports information with regard to agreed service levels (SLAs). Roles installed with Service Level Management
    Enhance the experience CSDM and the CMDB Data Foundations Dashboards CSDM and CMDB Data Foundations Dashboards provide insights into the key foundational metrics of your CMDB and Common Service Data Model (CSDM). It provides recommendations to ensure that the CMDB and CSDM are properly configured for optimal usage and to mitigate any potential risks. Uses bases system roles. See Base system roles. Data Foundations Dashboards for CSDM and CMDB (video)
    Enhance the experience Discovery Discovery finds applications and devices on your network, and then updates the CMDB 360 with the information it finds, contributing toward self-resolution of incidents. discovery_admin
    Optimize the functionality Service Mapping Service Mapping discovers all application services in your organization and builds a comprehensive map of all devices, applications, and configuration profiles used in these application services. Roles installed with Service Mapping
    Optimize the functionality Change Management Change Management provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services. Uses bases system roles. See Base system roles.
    Optimize the functionality Incident Management Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. Uses bases system roles. See Base system roles.
    Optimize the functionality Knowledge Management Knowledge Management (KM) enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Roles installed with Knowledge Management
    Optimize the functionality Problem Management Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. Uses bases system roles. See Base system roles. Problem Management and 10 steps to making it successful (ServiceNow Community)
    Optimize the functionality Service Catalog Service Catalog provides self-service opportunities for customers to request catalog items such as service and product offerings. Roles installed with Service Catalog Service Catalog design playbook
    Optimize the functionality Service Operations Workspace for ITSM Service Operations Workspace is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM. Roles installed with Service Operations Workspace for ITSM Configuration activities for Service Operations Workspace in ITSM and ITOM (ServiceNow Community)
    Optimize the functionality Certificate Inventory and Management Certificate Inventory and Management discovers, takes inventory of, and proactively manages all your TLS certificates. IPv6 is supported for Certificate Inventory and Management. Roles installed with Certificate Inventory and Management What is certificate management?
    Optimize the functionality Firewall Audits and Reporting Firewall Audits and Reporting discovers and takes inventory of your firewall security policies, devices, device groups, and manager information. Roles installed with Firewall Audits and Reporting What is a firewall audit?
    Add advanced features Digital Portfolio Management Digital Portfolio Management (DPM) manages and maintains all your services, applications, and products from a single location. Roles installed with Digital Portfolio Management
    Add advanced features Health Log Analytics Health Log Analytics helps prevent IT issues before your users are affected. It helps you identify the root cause of an issue by enabling you to triage-related logs and analyze the raw data. Roles installed with Health Log Analytics