Module Implementation Playbook — سيناريوهات التنفيذ الكاملة

اقرأ أولاً: ../MASTER_ALL_IN_ONE_SUMMARY.md · ../html/MASTER_ALL_IN_ONE_SUMMARY.html
الدليل الشامل: ../MASTER_ALL_IN_ONE.md · ../html/MASTER_ALL_IN_ONE.html
ممارسة الشاشات: ../html/MASTER_PRACTICE_GUIDE_ALL_TOPICS.html
Australia · Scope x_786686_hr_leave

Platform target: ServiceNow Australia (Sep 2026) · next EA: Brazil
URLs: ../../SERVICENOW_DIRECT_URLS_CATALOG.md · 1-week: ../../SERVICENOW_ONE_WEEK_STUDY_DEPLOY_AUSTRALIA.md
HR Leave: Scope x_786686_hr_leave

Master reference for all modules in modules/.
Each module .md file has §14 with module-specific summary + link here.
Hub: 00_TUTORIAL_OPTIONS_REFERENCE.md · MODULE_OPTIONS_AND_INSTANCE_NOTES.md

هذا الملف = دليل استشاري: سيناريوهات، خيارات، بلجنز، أدوار، وماذا يُطوَّر عادةً.

ملخص ووصف بالعربية (Arabic Summary)

ملخص في سطر: Playbook التنفيذ — ماذا تبني في كل سيناريو (صغير / متوسط / مؤسسي).

وصف مختصر: جداول Plugins، Roles، تطويرات شائعة، Go-live checklist لكل موديول. اقرأه مع §14 و§15 في الملف المخصص.

How to use

ITSM — IT Service Management

ITSM — Scenarios

S2 step-by-step (most common)

Workshop (process + OOTB vs custom)
 → Activate Change + Problem plugins
 → Guided Setup ITSM
 → Users/Groups/Roles (itil, change_manager, knowledge)
 → CMDB baseline CIs
 → Assignment Rules + Priority matrix
 → SLA Definitions (P1–P4)
 → Catalog categories + items + flows
 → Change models + CAB + Flow approvals
 → Notifications / events
 → SP + Employee Center + SOW
 → Reports + UAT + Update Sets

ITSM — Options matrix

ITSM — Plugins (activation order)

Navigate: Plugins → Activate → Guided Setup > ITSM

ITSM — Roles & groups (customize)

Groups: Create per tier (L1/L2), per technology, per region — assign roles to groups.

ITSM — Common developments

ITSM — Best practice choices

• Use Change Models (Normal/Standard/Emergency) not one-size change.
• Standard Change = pre-approved template, no CAB.
• Never put assignment logic in BR if Assignment Rule can do it.
• Always link cmdb_ci on incidents for impact reporting.
• Test SLA stop conditions (Resolved state).

CMDB — Configuration Management

CMDB — Scenarios

CMDB — Options matrix

CMDB — Plugins

CMDB — Roles

cmdb_admin, discovery_admin, service_mapping_admin, data owners per class.

CMDB — Common developments

IRE identification/reconciliation rules, Transform Maps, CI Class Manager attributes, relationship rules, CMDB Health remediation flows, IntegrationHub to external CMDB.

CMDB — Best practices

Define authoritative source per CI class; never duplicate CIs; run Health before go-live.

ITOM — IT Operations Management

ITOM — Scenarios

ITOM — Options matrix

CMDB — Plugins

com.snc.discovery, com.snc.service-mapping, com.snc.sa.server (events), cloud plugins.

ITOM — Roles

discovery_admin, evt_mgmt_admin, service_mapping_admin, cmdb_admin.

ITOM — Common developments

Pattern Designer patterns, event correlation rules, alert→incident BR/Flow, MID clusters per zone.

ITAM — IT Asset Management

ITAM — Scenarios

ITAM — Options matrix

ITAM — Plugins (order)

com.snc.asset_management → com.snc.hardware_asset_management → com.snc.procurement → SAM (Store).

ITAM — Roles

ham_admin, sam_admin, procurement_admin, stockroom_admin, asset.

ITAM — Common developments

Catalog→procurement flows, stockroom transfers, retire workflows, ERP integration REST, barcode.

HRSD — HR Service Delivery

HRSD — Scenarios

HRSD — Options matrix

HRSD — Plugins

com.sn_hr_core, com.sn_hr_case_management, Lifecycle Events, COE plugins, EC Pro.

HRSD — Roles

sn_hr_core.basic, case_writer, manager, admin, COE-specific roles.

HRSD — Common developments

HR Profiles, HR Criteria first, Lifecycle Activity Sets, scoped apps (e.g. Leave), IntegrationHub HR spokes.

Link: ../09_MODULES_AND_INTEGRATION.md for HR Leave app.

CSM — Customer Service Management

CSM — Scenarios

CSM — Options

Entitlements vs roles, AWA routing, CSM Workspace, Service Portal /csm.

CSM — Plugins

CSM core, Advanced Fulfillment, Entitlement Management (licensed).

CSM — Roles

sn_customerservice.agent, manager, entitlement admins.

CSM — Common developments

Account/contact model, entitlement scripts, case types, portal branding, SLA per contract.

FSM — Field Service Management

FSM — Scenarios

FSM — Options

Dispatcher Workspace vs classic, mobile offline, territories/skills scheduling.

FSM — Plugins

com.snc.field_service_management, scheduling plugins.

FSM — Roles

sn_fsm_dispatcher, technician, inventory_admin.

FSM — Common developments

Work order tasks, agent maps, parts consumption, asset-linked service.

SPM — Strategic Portfolio Management

SPM — Scenarios

SPM — Options

Demand vs Project, Resource Management plugin, Agile boards, financial planning.

SPM — Plugins

SPM/PPM apps from Store, Agile Development, Resource Management.

SPM — Roles

Portfolio manager, project manager, resource manager, team member.

SPM — Common developments

Demand workflow, project templates, resource plans, timecards, integration to Jira.

GRC / IRM — Governance, Risk, Compliance

GRC — Scenarios

GRC — Options

Profiles for scoping, Authority Documents, Continuous Control Monitoring indicators.

GRC — Plugins

GRC/IRM suite from Store, Risk Management, Audit Management.

GRC — Roles

GRC admin, risk manager, compliance officer, auditor.

GRC — Common developments

Profile per business unit, control tests, attestation campaigns, risk remediation tasks.

Cross-module integration matrix

Universal go-live checklist

• [ ] Plugins active, Guided Setup complete
• [ ] Roles on groups, Impersonate tested
• [ ] Scenario documented (S1/S2/S3)
• [ ] Options A/B/C recorded in workshop notes
• [ ] Customizations in scoped app / Update Set
• [ ] Integrations tested (Explorer inbound / REST Message outbound)
• [ ] Training + hypercare plan

SecOps — Security Operations (NEW)

SecOps — Scenarios

SecOps — Options

SecOps — Plugins

com.snc.threat, com.snc.security_incident, com.snc.vulnerability, com.snc.threat.intel, com.snc.sn_vul_config_test

SecOps — Roles

sn_si.analyst, sn_si.manager, sn_vul.analyst, sn_ti.read

SecOps — Common developments

MITRE ATT&CK tagging, IoC enrichment scripts, playbooks (PAD), automated containment (host isolate, user disable, IP block), prioritization scoring formulas, bulk-VI to bulk-Change.

Deep: SECOPS.md

DevOps — DevOps Change Velocity (NEW)

DevOps — Scenarios

DevOps — Options

DevOps — Plugins

com.snc.devops_config, com.snc.devops_change, com.snc.devops_pipeline

DevOps — Roles

sn_devops.admin, sn_devops.user, change manager

DevOps — Common developments

Pipeline connectors, automated CR creation, deployment risk scoring, DORA metrics dashboards, rollback automations.

Deep: DEVOPS.md

App Engine — Low-code (NEW)

App Engine — Scenarios

App Engine — Options

App Engine — Plugins

com.glide.app_engine_studio, com.glide.process_automation, com.glide.mobile_studio, com.glide.ui_builder, com.glide.now_assist_creator

App Engine — Roles

app_engine_creator, app_engine_user, flow_designer, CoE admins

App Engine — Common developments

Custom tables (small), Workflow Studio flows, mobile applets, Service Portal Configurator pages, decision tables, custom actions, Macroponents.

Deep: APP_ENGINE.md

AI / Now Assist — Cross-module

AI — Scenarios

AI — Plugins

com.glide.now_assist, com.glide.ai_agent_studio, com.glide.ai_search

AI — Roles

now_assist_admin, ai_agent_builder, llm_connector_admin

Deep: ../14_AI_SERVICENOW_AGENTS.md

Cross-module integration matrix (expanded)

Universal go-live checklist (expanded)

• [ ] Plugins active, Guided Setup complete
• [ ] Roles on groups, Impersonate tested
• [ ] Scenario documented (S1/S2/S3)
• [ ] Options A/B/C recorded in workshop notes
• [ ] Customizations in scoped app / Update Set
• [ ] Integrations tested (inbound + outbound)
• [ ] AI features tested (Now Assist where applicable)
• [ ] Mobile app tested (where applicable)
• [ ] ATF coverage > 50% on critical flows
• [ ] Security review (ISC scan, ACL audit)
• [ ] Performance load test on largest table
• [ ] Backup + DR plan validated
• [ ] Training material AR + EN
• [ ] UAT sign-off (15+ scenarios)
• [ ] Hypercare plan (72h war-room + 30-day daily review)
• [ ] Post-go-live retrospective scheduled (Day 30)

Implementation methodology — 8-Phase Consulting Model

Each phase has gate criteria with named approvers.

RAID log template (Risks, Assumptions, Issues, Dependencies)

Communication plan (T-30 → T+30)