Our service desk primarily uses a service desk focused knowledge base. We also have a knowledge base for tier II teams to store their SOPs. our service desk has struggled a bit since we went to servicenow three years ago because we switched the ...
Whichever group is responsible for the overall request should be assigned to the RITM. If the request is for a new server then the server team gets the ritm so they can manage overall performance. Each task would go to whichever team needs to compl...
Number 3 is really important. Pick the right partner. When we migrated we wanted to evaluate everything but the partner was there for lift and shift. Some of the things we were doing in vFire would have benefited from changes during the implemen...
One question first. In your planned ServiceNow implementation will ITSM/ITOM be the only modules you are implementing? If you are going to be the only tenants it makes sense that your team will take the role of the platform team. In which case yo...
You missed the biggest issue preventing the implementation of these tools. The centralized administration model set up by ServiceNow. The team that supports the ITSM module cannot get full admin permissions because admin permissions are global. ...
