A Best Practice model in ServiceNow

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As an ITSM implementer Logicalis SMC has loads of experience in implementing ITSM tools and solutions based on industry “Good Practices”. Together we have realised 100+ ITSM implementations. With all this experience our professionals combined forces in setting up a best practices process model based on ServiceNow technology. This best practices process model is called “IT-Guardian”.

IT-Guardian contains the most common customizations we have seen throughout all the implementations we’ve performed so far. The name is choosen carefully since IT-Guardian can provide governance and control, especially in outsourced environments. By using generic tasks in different processes, activities can be assigned easily to different service providers and efficient measurement of outsourced partners or even 3rd layer support teams can take place.

IT-Guardian also provides a quick start and quick value for companies that want to start using ServiceNow, but don’t want to end-up in endless workshops to gather requirements, spending development hours etc. That’s why we say: implementing IT-Guardian is an onboarding project rather than an implementation project.

The following picture represents the complete overview of the IT-Guardian Process Model:

Some vital components of a successful process model are that it should have/be:
• Services oriented (rather than application or component oriented)
• Clear definition of the process steps and interfaces between processes
• Clear definition of the process roles
• Based on latest standards and frameworks
• Pragmatic. Too often defined processes are considered shelf ware. They are too theoretical and therefore can’t be used in practice

Covering these vital compnents and in order to realize a quick implementation and make sure everybody is following the same processes from the start IT-Guardian already has clearly described process documentation that provides a step-by-step guide throughout each process and describes specific tool functionality. Examples of described processes are:

• Call Management
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Asset & Configuration Management

Service model
In today’s service-orientated world it is important that IT departments define the services that they provide. When done properly this provides hierarchy and purpose, translating the technical infrastructure of an organization to the business. The IT-Guardian Service Model has been developed to provide this hierarchy and to assist an organization in defining and mapping all of its services offered to the business.

A centrally positioned three-layer Service Model is the backbone of IT-Guardian. It provides a subscription based overview of all services that are offered to the business including relationships to Configuration Items. This way you can easily determine which services are impacted in case of outage or maintenance on one of these Configuration Items.

In IT-Guardian tickets within every process are registered against components that are part of the Service Model on their turn driving:
• Routing/assignment to groups or suppliers
• SLA, OLA & UC triggering
• Approval Group selection
• Provide information upon registration

Why customers choose IT-Guardian
• They don’t want to build from scratch
• They don’t want to spend to much time during an implementation
• They don’t want to reinvent the wheel
• They don’t have (enough) ITSM knowledge
• They want to leverage from best practices
• They want a supported ITSM solution
• They want to be in control
• They want to be able to manage their outsourcing partners
• They want an ITSM solution that handles outsourcing partners

If you want to learn more about IT-Guardian you can take a look at our website or drop me an e-mail.
Benjamin van de Water .img[at].img

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