From the course: IT Service Management Foundations: Tools
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Functional - ServiceNow Tutorial
From the course: IT Service Management Foundations: Tools
Functional
- [Instructor] Most ITSM tools have a rich set of features and functions. As you become familiar with a given tool, you can't help but think about altering it to exactly fit your needs. If you determine that you just can't change your business procedures to match the out of box tool, you can think about one, configuring the tool. That is, following vendor-approved paths to alter features and functionality, or two, customizing the tool. That is, create new features and functionality without impacting future upgrades. Both paths have downstream implications regarding the level of effort to alter the tool, document your alterations and maintain the alterations over the long term. But it's hard to figure out what path, if any, to take unless the tool provides a functional foundation, so you can see how the tool responds when presented with various data. Such a foundation includes ways to explore out of box capability using…
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