Aligning IT4IT Reference Architecture with ServiceNow Platform

The focus of this thesis is directed on topic of managing IT services inside an organization. In recent years this topic has become increasingly popular and with the rise of IT services also increasingly important. Organizations that are building their solutions to support IT Service Management are following many different approaches and usually follow some process framework, most likely ITIL, which provides best practices for the process areas. What these organizations are often missing is a solid and unified architecture that would support these processes. IT4IT Reference Architecture is an Open Group standard that fills exactly this gap. It offers a prescriptive architecture design that has been designed by consortium of experts and customers in the ITSM industry. To adapt IT4IT in an organization it is necessary to have a capable tool or a set of tools, which can support its requirements and not hinder the performance of the IT infrastructure. In this thesis ServiceNow Platform is the proposed solution. Taking the leading spot in the ITSM area ServiceNow offers a great value. The objective of this thesis is then to introduce both, ServiceNow Platform and IT4IT Reference Architecture standard. Later then analyze their relationship from the compatibility point of view. This thesis aims to highlight the value gained by adopting IT4IT on ServiceNow Platform as well as bring out the weak points of this combination.