Implementing ServiceNow ITOM (IT Operations Management) requires a team with expertise in various domains related to IT operations and the ServiceNow platform. Here's a typical team structure for ServiceNow ITOM implementation:
Project Manager: Responsible for overall project management, including planning, coordination, and communication among team members and stakeholders. They ensure the project is delivered on time and within budget.
ITOM Architect: The lead technical expert who designs and architects the ITOM solution in ServiceNow. They have a deep understanding of ITOM modules and functionalities and collaborate with other team members to design and configure the system.
ServiceNow Developer: Responsible for customizing and developing ITOM functionalities within the ServiceNow platform. They create workflows, configure forms, design integrations, and customize the platform to meet specific ITOM requirements.
Subject Matter Experts (SMEs): SMEs with expertise in various ITOM domains, such as event management, service mapping, discovery, and service analytics. They provide guidance and assist in configuring the ITOM modules based on best practices and industry standards.
IT Operations Analyst: Collaborates with the team to analyze existing IT operations processes, identify improvement areas, and define requirements for the ITOM implementation. They help map business processes to ITOM functionalities and ensure alignment with organizational goals.
Data Analyst: Responsible for data analysis, data modeling, and data migration tasks related to ITOM. They work closely with the ITOM Architect and Developer to ensure accurate and efficient data migration from existing systems to ServiceNow.
Integration Specialist: Works on integrating ServiceNow ITOM with other IT systems and tools, such as network monitoring tools, cloud platforms, and configuration management databases (CMDBs). They design and configure integrations using REST APIs, web services, and other integration techniques.
Testing and Quality Assurance (QA) Specialist: Conducts testing activities to ensure the ITOM implementation meets functional and non-functional requirements. They create test plans, perform system testing, document defects, and coordinate user acceptance testing (UAT).
Change Management Specialist: Focuses on managing organizational change related to ITOM implementation. They develop change management plans, communicate changes to stakeholders, and facilitate training and user adoption of the new ITOM processes.
ServiceNow Administrator: Responsible for the administration and configuration of the ServiceNow platform. They assist in configuring user roles, access controls, and system settings, and provide ongoing support and maintenance of the ITOM modules.
It's important to note that the team structure may vary based on the organization's size, complexity, and specific ITOM requirements. Some roles can be combined or expanded, depending on the project scope and available resources.
Are you looking struggling to build the ITOM team? Then simply contact Rede's on-demand ITOM resourcing team at info@rede-consulting.com