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Installing the object-centric ITSM Starter Kit

The object-centric version of the ITSM Starter Kit works with objects and events created for object-centric process mining. Before you set up the object-centric version of the ITSM Starter Kit, you’ll need to enable and configure the ITSM process, load the object-centric data model with your data, and validate that all object transformations, change tables, and events are running correctly. See Prerequisites for the object-centric ITSM Starter Kit.

You can download the object-centric ITSM Starter Kit from the Celonis Marketplace.

When you link the object-centric ITSM Starter Kit to the ITSM perspective, it uses the objects and events you’ve already built from your ServiceNow source system data and stores them in the OCPM Data Pool. You don’t have to create a new data connection.

Here’s how to install the object-centric ITSM Starter Kit:

  1. Complete the backend setup by ensuring all object transformations are enabled and all required objects and events are successfully published and run. This includes validating object transformations, SLA labeling, change table transformations, and event configurations.

  2. Open the Celonis Marketplace from the Celonis navigation bar and install the ITSM Starter Kit using the ITSM Marketplace Prerequisites as a guide.

  3. In Celonis, choose a Studio space to install the app in. You can use an existing Studio space or create a new one. You can move the app after installation.

  4. Set the Data Model variable for the Starter Kit to the supplied ITSM perspective, or if you’ve created a custom ITSM perspective, select that instead.

  5. In the Starter Kit navigation in Studio, review the included assets:

    • Knowledge Model, which serves as a single source of truth for process knowledge, KPIs, inefficiencies, and best practices

    • Setup & Validation Cockpit, which enables rapid validation of the inputs and data for specific use cases

    • Process Cockpit, which assesses performance against common use cases and surfaces high impact inefficiencies

  6. Start with the Setup & Validation views. For each process, follow the steps in each tab to customize metric calculations and validate the data.

  7. If the frontend does not populate due to custom formatting in ServiceNow columns, include CASE WHEN statements in the backend object transformations to reformat the data to the expected structure.

  8. Review the Process Cockpit and validate that the value opportunities and process health flags populate correctly.

  9. If you want to customize the Starter Kit’s views to change their look, fit your business process, or include custom items in your ITSM perspective, edit them in Studio. Editing views explains the process.

  10. When you’re happy with your results, publish a version of the ITSM Starter Kit using the Publish button at the top of your Studio space.