ITSM Reference Architecture
Traditionally, IT Service Management (ITSM) practitioners have been left to their devices when it comes to harmonizing industry best practice frameworks with their technology stack. By design, best practice frameworks and industry guidance tend to be technology agnostic, which introduces a layer of subjectivity when it comes to practical implementation. With thousands of highly successful ITSM implementations worldwide, ServiceNow is uniquely positioned to provide prescriptive guidance with regard to implementation, upgrades, and value realization within the context of these industry best practices. As a customer-driven organization, we continually build best practice learnings into the product while delivering supplemental guidance using a variety of channels (e.g., Customer Success Center, ServiceNow communities, eBooks, white papers, podcasts, etc.) so that customers can consume it based on individual preferences.
Best practice frameworks, methodologies, and cultures
Frameworks such as the Information Technology Infrastructure Library (ITIL), VeriSM, The Open Group Architecture Framework (TOGAF), the IT4IT Reference Architecture (IT4IT), Control Objectives for Information and Related Technologies (COBIT), DevOps, and Scaled Agile Framework (SAFe) initiatives are often marginalized in the absence of an integrated and tailored approach that accounts for the technology stack. Additionally, it is a common misconception to think of these frameworks/methodologies in any way other than complementary.
Tailoring the Digital Operating Model
Combining a series of framework elements with your ITSM strategy, a digital IT operating model and the ServiceNow technology stack can modernize and transform your entire IT ecosystem. Precision selection and alignment of the relevant framework elements along with the ServiceNow technology stack will accelerate your journey to the digital enterprise. The example below represents a sample output of the reference architecture that is tailored to the ITSM strategy in your organization.
As a customer driven organization, our intent is to use the ITSM Reference Architecture eBook as a spring board for elaboration on a number of related topics. We plan to create a series of community blogs with specific guidance on related topics. By design, the initial eBook covers a number of key focus areas but it was also important to manage the overall size of the eBook. We recognize that customers often prefer to consume best practice guidance in smaller and more targeted segments via ServiceNow communities.
Note: ITSM Reference Architecture eBook attached
