CONTENTS Module 1 - Overview and Context ITSM Positioning within the ServiceNow Framework .............................................................................. Sources of Information and Insight ............................................................................................................ Customer Profile and Scenario ................................................................................................................... Workshop Output Review .......................................................................................................................... 1-2 1-5 1-7 1-11 Module 2 - Foundation Data and CMDB Foundation Data ......................................................................................................................................... 2-4 Configuration Management Database (CMDB) ......................................................................................... 2-7 Module 3 - Incident Management Architecture Overview ............................................................................................................................... Scoping & Requirements ............................................................................................................................ Incident Lifecycle Configuration ............................................................................................................... Operations & Administration ..................................................................................................................... Integrations ................................................................................................................................................. 3-3 3-10 3-15 3-71 3-78 Module 4 - Knowledge Management Architecture Overview ............................................................................................................................... Scoping & Requirements ............................................................................................................................ Knowledge Base Configuration & Build .................................................................................................... Knowledge Article Lifecycle Configuration .............................................................................................. Integrations ................................................................................................................................................. Operations & Administration ..................................................................................................................... 4-3 4-15 4-19 4-33 4-48 4-50 Module 5 - Change Management Architecture Overview ............................................................................................................................... Scoping & Requirements ............................................................................................................................ Change Management Lifecycle Configuration ........................................................................................... Operations & Administration ..................................................................................................................... Integrations ................................................................................................................................................. 5-4 5-13 5-17 5-56 5-59 Module 6 - Request Fulfillment Architecture Overview ............................................................................................................................... Scoping and Requirements ......................................................................................................................... Configuration ............................................................................................................................................. Operations & Administration ..................................................................................................................... Integrations and Testing ............................................................................................................................. 6-4 6-16 6-21 6-72 6-77 Module 7 - Problem Management Architecture Overview ............................................................................................................................... Scoping & Requirements ............................................................................................................................ Problem Lifecycle Configuration ............................................................................................................... Operations and Administration .................................................................................................................. i 7-4 7-11 7-15 7-34