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Guide Origin: Official | ArcKit Version: [VERSION]
/arckit:servicenow creates a comprehensive ServiceNow service design covering CMDB, SLAs, incident management, change control, and ITSM integration.
Inputs
| Artefact | Purpose |
|---|---|
Requirements (ARC-<id>-REQ-v1.0.md) |
SLA targets from NFRs |
| Architecture diagrams | Components for CMDB population |
| Operational readiness | Support model and escalation paths |
| Stakeholder drivers | Business criticality and service expectations |
Command
/arckit:servicenow Create ServiceNow service design for <service>
Output: projects/<id>/ARC-<id>-SNOW-v1.0.md
Service Design Structure
| Section | Contents |
|---|---|
| Service Overview | Service definition, criticality, ownership |
| CMDB Design | CI classes, relationships, discovery, data quality |
| Service Portfolio | Service catalog entry, request items, bundles |
| Incident Management | Categories, priorities, SLAs, escalation, major incident |
| Problem Management | Root cause analysis, known errors, problem review |
| Change Management | Change types, CAB process, approvals, windows |
| Service Level Management | SLAs, OLAs, UCs, reporting |
| Knowledge Management | Article structure, approval workflow, review cycle |
| Service Request Management | Request catalog, fulfillment workflows, approvals |
| Asset Management | Hardware/software assets, lifecycle, contracts |
| Event Management | Alert integration, correlation, auto-remediation |
| Reporting & Dashboards | KPIs, dashboards, executive reporting |
| Integration Architecture | External system integrations, APIs, data flows |
| Automation | Flow Designer, IntegrationHub, auto-assignment |
| UK Government Considerations | Cross-government ITSM, NCSC alignment |
CMDB CI Classes
| CI Class | Examples | Relationships |
|---|---|---|
| Business Service | "Customer Portal" | Depends on Technical Services |
| Technical Service | "API Gateway" | Runs on Applications |
| Application | "Portal Frontend" | Runs on Servers/Containers |
| Server | "web-server-01" | Hosted on Hardware/Cloud |
| Database | "PostgreSQL Cluster" | Stores data for Applications |
| Network Device | "Load Balancer" | Connects to Servers |
Incident Priority Matrix
| Impact / Urgency | High | Medium | Low |
|---|---|---|---|
| High | P1 (Critical) | P2 (High) | P3 (Moderate) |
| Medium | P2 (High) | P3 (Moderate) | P4 (Low) |
| Low | P3 (Moderate) | P4 (Low) | P5 (Planning) |
SLA Response/Resolution Targets
| Priority | Response | Resolution | Support Hours |
|---|---|---|---|
| P1 | 15 minutes | 4 hours | 24/7 |
| P2 | 30 minutes | 8 hours | 24/7 |
| P3 | 4 hours | 24 hours | Business hours |
| P4 | 8 hours | 72 hours | Business hours |
| P5 | 24 hours | 2 weeks | Business hours |
Change Types
| Change Type | Approval | Lead Time | Example |
|---|---|---|---|
| Standard | Pre-approved | Immediate | Password reset, minor config |
| Normal | CAB | 5 days | New feature deployment |
| Emergency | Emergency CAB | Immediate | Critical security patch |
One-Page Workflow
| Phase | Key Activities | ArcKit Commands |
|---|---|---|
| Discovery | Define service and requirements | /arckit:requirements, /arckit:stakeholders |
| Architecture | Design components and dependencies | /arckit:diagram, /arckit:hld-review |
| Operations | Create operational readiness | /arckit:operationalize |
| ITSM Design | Create ServiceNow design | /arckit:servicenow |
| Implementation | Configure ServiceNow, populate CMDB | /arckit:backlog |
Integration Points
| System | Integration Type | Purpose |
|---|---|---|
| Monitoring (Prometheus, Datadog) | Event Management | Auto-create incidents from alerts |
| CI/CD (Jenkins, GitHub Actions) | Change Management | Auto-create change records |
| Cloud Provider (AWS, Azure) | Discovery | Auto-populate CMDB |
| Identity Provider (Azure AD) | User Management | SSO, group sync |
| Communication (Slack, Teams) | Notifications | Incident updates, approvals |
Review Checklist
- CMDB design covers all architecture components.
- CI relationships reflect actual dependencies.
- SLAs align with NFRs and business expectations.
- Incident categories match service components.
- Change management process appropriate for service criticality.
- Knowledge base structure defined with review cycle.
- Integrations defined for monitoring, CI/CD, and discovery.
- Automation opportunities identified (auto-assignment, auto-remediation).
Key Metrics
| Metric | Description | Target |
|---|---|---|
| CMDB Accuracy | % of CIs with correct data | >95% |
| SLA Achievement | % of incidents meeting SLA | >95% |
| First Contact Resolution | % resolved at L1 | >70% |
| Change Success Rate | % of changes without incidents | >95% |
| MTTR | Mean time to resolve incidents | Trending down |
Key Principles
- CMDB as Source of Truth: All service relationships mapped and maintained.
- ITIL Alignment: Follow ITIL v4 practices for service management.
- Automation First: Automate ticket creation, routing, and remediation.
- Continuous Improvement: Regular service reviews and CSI initiatives.
- Integration: Connect ServiceNow to monitoring, CI/CD, and cloud platforms.