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an exciting question and already the current projects are a big challenge.
Discovery / CMDB and the comparison with your existing ticket data should not be that easy. Good Luck!
The order depends essentially on your requirements and/or the highest suffering pressure. I can only arrange it from a technical point of view.
- I would use DWP/SRM together. DWP for a new Look for endusers and SRM as background module.
- I would not use the virtual chat without knowledge articles. So RKM before Virtual Chat. Please also consider the design error in Virtual Chat. This works with incident numbers, but if you use DWP/SRM your users only know request numbers. This leads to maximum confusion and our endusers reject it.
- I consider SmartIT to be the most complex task, especially because of your customizings. Besides, SmartIT is still too incomplete from my point of view. Therefore users have to jump between SmartIT views, best practice views and the very old classic views. Three GUI ideas are too much for me, not only for me.
Hope I could help you a little with my mind.
Thank you very much for your response Stefan.
I shortened your answer and removed your contact information
We are on the road here and a phone number can quickly lead to unexpected stress
I hope you are not angry with me