Expand technology services while reducing costs blueprint

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
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    Summary of Expand Technology Services While Reducing Costs Blueprint

    This adoption blueprint assists organizations in creating actionable plans aimed at automating core service and operations processes to meet business goals. It emphasizes the integration of various ServiceNow applications, which may vary based on entitlements and instance dependencies.

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    Key Features

    • Configuration Management Database (CMDB): Centralizes IT environment visibility, enabling monitoring for stability and performance.
    • Service Level Management (SLM): Monitors service requirements and reports on service levels (SLAs).
    • Data Foundations Dashboards: Provides insights and recommendations for optimal CMDB and Common Service Data Model (CSDM) configuration.
    • Discovery: Identifies applications and devices, updating the CMDB to support incident self-resolution.
    • Service Mapping: Maps application services and associated devices and applications.
    • Change Management: Controls the lifecycle of changes to minimize disruption to IT services.
    • Incident Management: Restores normal service operations with minimal business impact.
    • Knowledge Management: Shares information through knowledge bases for self-help and troubleshooting.
    • Problem Management: Identifies root causes of incidents in the IT infrastructure.
    • Service Catalog: Offers a self-service platform for customers to request services and products.
    • Service Operations Workspace for ITSM: Provides a unified experience for IT Service Management workflows.
    • Certificate Inventory and Management: Manages TLS certificates proactively.
    • Firewall Audits and Reporting: Audits firewall policies and takes inventory of security devices.
    • Digital Portfolio Management: Centralizes management of services, applications, and products.
    • Health Log Analytics: Analyzes logs to prevent IT issues before they affect users.

    Key Outcomes

    By implementing this blueprint, organizations can enhance their operational efficiency, improve service delivery, and reduce costs through automation and better resource management. Each feature contributes to a comprehensive strategy that fosters improved IT service management and operational excellence.

    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