Goals & ObjectivesObjectives are specific, measurable, and timed outcomes of the project that are stated in terms of the problem solutions or opportunities users will experience.
Scope:
Move our current ServiceNow instance (Data, App, Customizations) to the latest version (Jakarta) while making the system simpler to use based on customer/user feedback and closer to the ITIL best practices which come out of the box.
The project can be broken down into the following major parts (EPICS): Integration, Processes, Applications, Portal.
Integration – This section is about getting the new instance to interact with the necessary services to handle User Credentials, Organization information, Security and Roles. It also handles the access to other data sources for inventory, assets, and other custom data. Another key feature we want is to sync our process records with our live instance so that we can quickly switch over without losing our historical data.
Processes – This section is about the standard IT service management processes we use in ServiceNow. Incidents, Requests, Problem, Change, Knowledge, Outage, Service Offerings, CMDB, etc. The major work for this area is to look at what is currently customized with these records, and determine how it matches with the out of the box fields and business rules. We also want to listen to the customer feedback to make these forms consistent and easy.
Applications – This section is about migrating the custom applications to the new system. Much of the newer applications have been developed in a scoped environment and can be ported easily. Others may be in update sets, use old jelly code and may need some conversion, hopefully to a scoped application. These are not the same as custom application menus that are used to enhance the process records, that should be in the other section.
Portal – This section is about the public facing service portal. The current system uses the old content management system which is extensively jelly code. The new system is AngularJS and widgets. This work will be about starting fresh, defining the requirements and building functionality to match the requirements. A new design that complements the campus web style.