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Updating the ITSM Starter Kit

When there’s an update for the ITSM Starter Kit, you should review the latest changes and update the package regularly to benefit from new developments, frontend improvements, KPI enhancements, and backend alignment with evolving ServiceNow implementations.

Updates may include improvements to the Knowledge Model, Setup & Validation Cockpit, Process Cockpit, dynamic event handling, SLA logic, and supported process health indicators.

Before applying an update, make sure your current backend object transformations, events, and frontend configurations are fully published and stable.

Here’s how to update your Starter Kit:

  1. Review the latest Starter Kit release information and any update guidance provided with the package or implementation documentation. Pay particular attention to updates involving SLA mappings, dynamic event modeling, Knowledge Model logic, or required backend transformations.

  2. In Studio, click Publish to publish your current Starter Kit package so that you can revert to this version if there are any problems during the update.

  3. Open the Package Settings for the ITSM Starter Kit and review the package dependencies and available updates.

  4. If an updated version is available, apply the update to the latest package version.

  5. After updating, review all backend object transformations and confirm that:

    • 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

    • dynamic eventlogs (“EL__[OBJECT]”) still populate correctly

    • the “ActivityName” field continues to populate frontend views correctly

  6. Review all Setup & Validation views and Process Cockpit views to make sure everything works correctly, all fields are populated, and KPI values behave as expected.

  7. Revalidate process health indicators such as stale holds, multi-hops, aging incidents, and SLA breach calculations to ensure the updated package did not affect business logic unexpectedly.

  8. If there is an issue and you are sure the required backend and frontend validations were completed correctly, review the backend transformations and data formatting again, especially custom ServiceNow fields and dynamic event mappings.

  9. If everything is working correctly, click Publish to publish your updated package and make it available to your users.

If customizations were made previously to backend object transformations, dynamic events, or frontend views, some of these may require manual review or reapplication after updating. Always validate your customizations after each Starter Kit update.