ServiceNow Implementation from Scratch
We implemented Incident, Change, Problem and Service Catalog from scratch using ServiceNow.
For incident, we had automated prioritization and dispatch; For Change we had normal + emergency + agile + standard (3 types initially), which one with a different workflow, for Service Catalog we had more than 100 items implemented at once; For Problem we had bidirectional JIRA integration. It was a project with a lot of experience!
Probably the only thing I would do differently is to spend some more time defining the CMDB, what we will have and at what level, as the CMDB is the base for all other processes.
