Modern enterprise IT has to deliver services at the rapid pace of today’s business across an increasingly complex infrastructure environment that includes physical, virtual, cloud and mobile resources.
IT Service Management (ITSM) has therefore emerged as a key discipline that helps enterprises meet the speed and scale challenge. ServiceNow, a cloud-based ITSM tool that follows the Information Technology Infrastructure Library (ITIL) v3.0 framework is highly popular among enterprises for streamlining workflows and service management and containing costs. However, with the relentless pressure to curtail IT costs, enterprises are scrutinizing their software spend that accounts for up to one third of the total IT budget, with software licenses (ServiceNow) making up a substantial portion of that amount.
Savvy enterprises are looking to find a way around ServiceNow’s role-based license model that requires the procurement of an ITIL license to implement code movement through a change request.
In this paper, we propose a cost-saving approach to reduce procurement of ITIL licenses and costs, while simultaneously improving service delivery.
Tackling challenges in the default ServiceNow-driven Software Development Lifecycle
A typical Software Development Lifecycle (SDLC) process requires an application development team to move a set of codes across non-production environments, for instance, from Development to Test, SIT or UAT environments (Illustrated in Figure 1).