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Configuring Settings for the ITSM Starter Kit

Use the Setup & Validation views of the ITSM Starter Kit to configure variables, customize metric calculations, and validate the data for each supported process.

The ITSM Starter Kit contains “setup and validation” views that outline calculation details and guide configuration.

Tip

After publishing the Starter Kit for the first time, changes made in Studio should be validated carefully to ensure that the frontend views continue to populate correctly. If frontend content does not populate due to custom formatting in ServiceNow, the required adjustments must be made in the backend object transformations.

Here’s how to get to the Setup & Validation view:

  1. In the Celonis navigation menu, select Studio.

  2. In the Studio overview, find the ITSM Starter Kit in the space where you installed it, and click its tile.

  3. Select the Setup & Validation view, and go to the process tab you want to configure.

  4. Follow the steps in each tab to customize metric calculations and validate the data for the selected process.

  5. Review the calculation details provided in the tab and confirm that the backend data matches the expected structure defined in the object-centric data dictionary.

  6. If ServiceNow columns contain data in a different format than the standard ServiceNow data model expected by the Starter Kit, update the backend object transformations using CASE WHEN statements to reformat the data. For example, “incident”.”priority_display_value” may be stored as (‘1’, ‘2’, ‘3’, ‘4’) instead of the expected standard (‘1 - Critical’, ‘2 - High’, ‘3 - Medium’, ‘4 - Low’).

  7. Validate that the frontend KPIs and visualizations populate correctly after the formatting adjustments are applied.

  8. When you’ve finished configuring the settings and made any other setup changes that you want, use the Publish button at the top of the screen in your Studio space to publish a version of the Starter Kit.

If you want to change any variable values or backend formatting after publishing, make the same changes in Studio and ensure the published version remains aligned with the frontend behavior.

Tip

When the Starter Kit is in use by business users, consider limiting access to Setup & Validation views to a specific group of users responsible for maintaining calculations and configuration settings.