Hello Everyone
I am a long time reader, first time poster! I am realatively new to the BA world and I have landed my first job as a Business Systems Analyst for a project that involves mapping ITIL processes and ServiceNow platform processes to the clients customer capability needs. I am told, this project will involve process analysis and data analysis and that they are moving their ITIL processes from BMC Remedy to ServiceNow. I am trying to get some homework done before I start the project. Can anyone provide me some guidance on the kind of topics i need to be lookg at ..process flow diagrms, swim lane, ER...any suggestion/insight will be appreciated.
Thanks VK
Hi VK,
I am in the same boat as you - new in ITSM and doing ITIL processes mapping. In my case, my current company has acquired a company B, and we are trying to migrate the company B from using Service Now to our enterprise tool - HP Service Center.
I read the book - Introduction to ITIL processes, with the hope that it would help me do a better job. It definitely helped develop a background and become familiar with the terminologies, but documenting the requirements was certainly a challenge. After scrambling for some time, the way my BRD emerged was: it was sectioned process wise: so one section each for Incident Management, Change Management, Service Request Management, Reporting, etc. My project was only focused on IT operations processes integration, so I did not do any work on service level management, etc.
I did several process maps to document the processes - as to what team will be involved where, etc
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