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ServiceNow is Application Platform as a Service (APaaS) that allows users to create IT process automation products. One of the features of the platform is the ability to create applications. The applications are written primarily with JavaScript and some version of a constructed using low-code approach using modules to perform custom tasks, such as form designer and workflow automation. Custom code is written with JavaScript and the platform also provides an interface to an SQL database. Of note is that digital STRA is currently implemented using ServiceNow. In addition to the ability to create custom applications, the platform also comes with a broad range of low- and no-code solutions in the form of packages that can be assembled to produce automated workflows. Presumably SaaS catalogue may be constructed in ServiceNow either in its entirety (frontend and backend), or the backend could be constructed in ServiceNow with an API fed into a custom frontend (e.g. React).
Advantages
Integration with STRA process may be simplified due to the co-existence on the same platform
Development may be is simplified do due to the low-code approach to the application building
Developer instances are free and provide low barrier for entry
OCIO is moving more services into ServiceNow and it appears to be the corporate direction
Scalability, provisioning, security and reporting/analytics are built-in
Disadvantages
Will require developers learning how to develop in the new environment, if done internally (approximately 1-2 months)
OCIO’s provisioning model of the ServiceNow has barriers towards implementing custom solutions (they prioritize simple things such as changing voicemail or requesting a new phone), thus building SaaS catalogue through ServiceNow may take a prohibitively long time .without internal developer resources
Custom functionality is typically outsourced by OCIO and is expensive (if no internal resources are available)
May require purchase of packages to implement some aspects of the system
Licensing costs
WordPress
Given that currently digital.gov.bc runs on WordPress, SaaS catalogue could be developed as a plugin. Gravity Forms may be leveraged for user input and new submissions mapped onto custom post types. Authentication may be accomplished with MiniOrange plugin to provide IDIR login protection. Once the custom post type is created, it exists in a draft state until an administrator verifies the information and publishes the post, causing it to appear in the catalogue.
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Does not require building a new custom backend
Decouples front end into a separate project - can connect it later to a different backend
Disadvantages
The UI may become irrelevant if an alternative platform is considered that is capable of constructing it’s own UI (e.g. ServiceNow portal)
Airtable APIs may not be optimally suited to drive all front end features, resulting in additional code to bring data into a desirable format
Requires continued Airtable subscription
Backend features might be restricted by the platform and cause issues with more advanced features, like API integrations with external services and more advanced business processes
Continued use of Airtable backend may result in an unstable, difficult to maintain system
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Decouple front end from the backend and develop them separately
Develop front end using React or a similar framework first, while maintaining the current Airtable backend as a management interface
Fully understand the product roadmap to avoid developing one feature at a time using a system that may not meet final goals, however:
Assess whether Airtable backend can be augmented to address current deficits related to data entry (for example automating data input from CHEFs), API integrations (for example by running a standalone script to do periodic imports from external systems) and process integration (for example by using CHEFs in combination with automation scripts to drive those processes). These approaches may provide low cost solutions (but may not be ultimately appropriate due to stability concerns).
Determine if available SaaS governance tools are capable of meeting the business needs. Check for the availability of APIs for the possibility of driving the existing frontend using the an off-the-shelf product instead of Airtable. There is a possibility of using ServiceNow SaaS License Management module with modifications to drive custom SaaS catalogue features.
Further investigate ServiceNow custom application build for viability as it is designed for this type of IT and business process automation
If none of off-the shelf products are appropriate and sufficient developer resources are available, develop a custom backend application and host it on a cloud
If developing a custom management backend in the future, try to avoid developing the management interface from ground up, instead leveraging existing packages, like nocodb