Abstract
Embracing digital transformation and process automation is critical to managing organizations' growing amounts of data. This allows for informed decision-making through easy access to the correct data, as made possible by platforms like ServiceNow. This cloud-based platform uses an Information Technology Service Management (ITSM) system to manage IT services and automate business processes. However, ServiceNow's Agile Development 2.0 application lacks the capability to monitor time allocation and quality metrics during story development. Therefore, the main objective of this project was to create customizations that add new features and capabilities to the Agile Development 2.0 application in ServiceNow. Automation was designed to power these customizations and create a master dashboard to achieve the project goal. This dashboard illustrates performance and quality at each stage of a story's development. It provides a real-time view of the metrics and information collected through the customization package, enhancing decision-making based on data.
Recommended Citation
Saenger, Ricardo and Santos, Vitor, "Data-Driven Decision-Making: Customizing Agile Development Application in ServiceNow for Enhanced Management Insights" (2024). MCIS 2024 Proceedings. 46.
https://aisel.aisnet.org/mcis2024/46