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Placing ServiceNow, ITSM, and ITOM in your organisational roadmap.

As in the real world, ServiceNow is not just software. It's a culture. As in nature, the culture built by ServiceNow also should match the domain. Unless it can easily become a pain point for the organization.

To avoid this phenomenon from occurring it is important to understand why we need ServiceNow and where we map it with the organizational roadmap.

Often organizations understand ServiceNow as an ITSM tool. But in reality, facilitating ITSM is just one milestone of the ServiceNow journey of an organization. Said that the ultimate goal of implementing ServiceNow in an organization should be facilitating a Continual Improvement Process (CIP).

CIP required ITSM to sit in the picture to facilitate it with the required operational information/knowledge. Incidents, problems, changes, and requests are the main information sources of CIP. The key component which combines all these processes and information together to facilitate CIP is the Configuration Item(CI).

Raised against CIs, incidents changes, and problems can facilitate a 360 vision around that particular CI. Enhanced by the technical and business relationships, this view can provide you a real-time birds-eye view of your organizational infrastructure and its utilization.

ITOM is the technical component in ServiceNow to facilitate this for your organization.

As you might already understand, it's not the ServiceNow, ITSM, or ITOM but the continual improvement process(CIP) is the component we need to place in the organizational roadmap.

ServiceNow, ITSM, and ITOM should be placed in the CIP road map which will help the organization to establish the expected CIP model in it.

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