Best Practice plugins for Change / Incident / Problem / Service Level Management


Description

Overview


The following new best practice plugins were introduced in Jakarta. 
Plugin NamePlugin ID
Change Management Best Practice - Jakartacom.snc.best_practice.change.jakarta
Incident Management Best Practice - Jakartacom.snc.best_practice.incident.jakarta
Problem Management Best Practice - Jakartacom.snc.best_practice.problem.jakarta
Service Level Management Best Practice - Jakartacom.snc.best_practice.sla.jakarta

These plugins are activated by default for new Jakarta instances.

 

Upgrading to Jakarta and activating the plugins
When upgrading to Jakarta, these plugins are available for activation by requesting them through the Now Support (HI). Activating these plugins updates the forms and functionality of the applications. Before activating these plugins in an upgraded production Jakarta instance, they should be activated in a cloned, upgraded sub-production instance and validated. 
These plugins are not displayed in your plugin list, even after activation. To determine if one of these plugins has been activated, check for the following enhancements:
  • Incident Management
    • Before - Incident form has one related list
      • Task SLAs
    • After – Incident form has four (or five) related list (3 or 4 new)
      • Task SLAs
      • Affected CIs
      • Impacted Services
      • Child Incidents
      • Requests (hidden if empty)
  • Change Management
    • Before – Change form has 7 related lists
      • Affected CIs
      • Impacted Services/CIs
      • Approvers
      • Change Tasks
      • Problems
      • Incidents Fixed By Change
      • Incidents Caused By Change
    • After – Change form has 8 related lists (1 new)
      • Affected CIs
      • Impacted Services/CIs (now references cmdb_ci instead of cmdb_ci_service)
      • Approvers
      • Change Tasks
      • Problems
      • Incidents Fixed By Change
      • Incidents Caused By Change
      • Task SLAs
  • Problem Management     
    • After – Business Service field added to Problem form
  • Service Level Management
    • After – Target field added to the SLA Definition form

 

Additional Information
For details about the changes made by these plugins, see the "ITIL proven practices alignment" section in the release notes below: