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Prerequisites for ITSM Starter Kit

Before you set up the ITSM Starter Kit, you’ll need to enable and configure the ITSM process from the Celonis catalog.

  1. Load the object-centric data model with your data, and validate that it’s all working in the standard ITSM perspective. Then publish it to the production environment.

  2. For object-centric content, the Starter Kit supports incident management, request management, and problem management. It is possible to run on a subset of processes. You must ensure that all required tables for your desired processes are extracted and that the object transformations are enabled.

  3. Navigate to the Transformations section for each object and ensure that each transformation is enabled. If the object transformation is disabled, the transformation query requires adjustment. Typically, deactivated transformations mean that the extracted data is missing attributes that the object transformation queries. As ServiceNow implementations can be highly custom, there will often be missing attributes, and the object transformations will automatically disable themselves.

  4. Check against the object-centric data dictionary to determine if any missing columns are required.

  5. Occasionally, the same data will be stored in a customized column (typically indicated by “u_”). Check the source table for custom columns containing the same information. If data is stored in a custom column, update the query to pull the custom column in place of the default column.

  6. If tables are missing and cannot be extracted, leave the transformation disabled.

  7. If attributes are missing, are not stored under a different name, and cannot be extracted, comment them out. Commenting out attributes will have some frontend implications, but ultimately, anything listed as preferred can be excluded without significant impact.

  8. Follow these steps until all object transformations (except for SLA, which requires special configuration) can be run without error.

SLA data in ServiceNow can be inconsistent, so the SLA object transformation requires special configuration. Only SLAs with an “SlaType” attribute populated as either “Response” or “Resolution” will be included in frontend metrics.

Follow the steps in the “Sla” object transformation comments to ensure all SLAs are properly labeled. The steps will prompt you to run validation queries in Data Integration.

After following the steps outlined in the “Sla” object’s comments, all objects should be enabled.

You should then validate the object change table transformations under “Transformation Scripts” → “Changes (Optional)” and ensure the downstream events populate correctly.

Finally, publish and run your objects and events.