I'm moving into an operational technology management role and need to prioritize an asset repository, a knowledge base, monitoring, and adoption of our existing ServiceNow platform. How would you sequence these for an industrial environment?
How would you prioritize an OT support roadmap?
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q912+notch_3
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I'd start with the asset repository, then build the knowledge base, then expand monitoring. You need to know what's on the floor and have some context for how it operates before a stream of alerts becomes particularly useful.
Use that foundation to make ServiceNow more useful for the OT team rather than making adoption the first project. Asset records and procedures can give tickets somewhere meaningful to point.
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I'd put monitoring first, with the asset register right alongside it. Neither has to be complete before the other starts. Monitoring is ongoing, and what you learn from it can help improve the inventory as you go.
Pick a manageable area to begin with, connect what you observe to asset records, and use the gaps you find to guide the next round of work.
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Before pushing ServiceNow, decide what job it needs to do. Is it mainly for receiving requests, dispatching technicians, or tracking work after the fact?
Line workers may not be sitting at a computer when something goes wrong. A process that assumes they will stop and enter a ticket could slow things down. Consider how alerts or existing reporting channels would get work to the right technician without making the system a hurdle.
q912+notch_3:
That distinction helps. The workflow for reporting a problem may need to be different from the workflow for tracking the response.
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w75~txphase_903:
That also avoids treating the inventory as a one-time spreadsheet project. Both the records and the monitoring need to keep up as equipment changes.