You can click the Planning tab on the Change form to enter detailed information to assist approvers, implementers, and task assignees. You need to complete this information before requesting approval for the change.

Following fields are present under the Planning tab in a change request:

• Justification,
• Implementation Plan,
• Risk and impact analysis,
• Backout plan, and
• Test plan.

The planned start date is recorded under the Schedule tab.

Learn more here!

You can declare the execution state of a change when using models by listing the states in the ‘Implementation states’ field.

The ‘Implementation states’ field allows you to provide a list of states where change requests can be implemented using this model.

Screenshot: Configuring the change execution/implementation state(s) on the change model form

Learn more about creating a change model here!

Learn more about the change state model and transitions here!

The health dashboard provides a single view of the quality of data at the CMDB, CI class and CI levels using completeness, correctness and compliance scores.

An added challenge to consolidating and maintaining the CMDB is capturing unknown CIs, inconsistent data quality, and ill-defined relationships.

• Correctness is a KPI aggregation of the Orphan, Staleness and Duplicate metrics (according to the correctness scorecard weight settings).
• Completeness is a KPI that is an aggregation of the Required and Recommended metrics (according to the completeness scorecard weight settings).
• Compliance is based on the results of actual CMDB audit runs.

Screenshot: CMDB Health Dashboard

Learn more here!

Urgency is a measure of an incident's business criticality when there is an effect on business deadlines. In other words, it is a measure of how long the resolution can be delayed until an incident has a significant business impact. The urgency reflects the time available to restore service before the business feels the impact. The

Impact is a measure of the effect of an incident on business processes.

Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.

Screenshot: Example of an Incident with High urgency

Learn more here!

The Annotation section for the catalogue item variable form enables you to add instructions or help text.

In the variable editor in Workspace, you can view instructions or help text associated with a catalogue item variable for additional context.

Fields on the Annotation section:

• Show help
• Always Expanded
• Help tag
• Help text
• Instructions

Screenshot: Adding Instructions under Annotation for a variable in Catalog Builder

Learn more here!

You can submit requests in the Service Catalog, Service Portal, and Now Mobile. 

The mobile agent only allows users to approve submitted requests.

Requesters who have access to the Service Portal or Now Mobile, can browse catalogue categories and items or search for a specific item. The catalogue items available may vary with the role of the logged-in user.

You can use the CI Class Manager to add related entries for IRE identification rules.

Identification rules are used to uniquely identify CIs in the CMDB as part of the identification and reconciliation process. Each CMDB class can be associated with a single identification rule.

Screenshot: The Identification Rule for a CI in the CI Class Manager

Learn more here!

Change Management core application (com.snc.change_management) provides base functionality for Change Management which both Change Management State Model and Standard Change Catalog plugins depend on.

This plugin will update the Type field on Change Request to have Normal, Standard, and Emergency values.

State Model activates the following related plugin if it is not already active.

Learn more here!

You can monitor aggregated catalogue item data like fulfilment automation coverage, translation coverage, conversational coverage, and so on using the Service Catalog Overview dashboard.

Here is a list of the dashboard graphs/reports:

• Catalog request channel analytics - last 12 months
• Catalog item best practice deviations
• Catalog item VA render type
• Catalog item fulfillment automation coverage
• Catalog item translation coverage

Screenshot: Service Catalog Overview dashboard

Learn more here!

You can use the Business stakeholder role to read and retrieve data from any table of the Release Management application. Use the data to generate reports and make informed decisions. You can assign this role to any user who is a business stakeholder.

Screenshot: Example of a Release record for a user with full access

Learn more here!