Support Group/Approval Group/Managed by Group/Change Group

[Pratiksha]

CMDB Groups

Support Group:

Responsibilities:

• Manage incoming incidents, service requests, and user inquiries.
• Troubleshoot and resolve issues within their area of expertise.
• Provide ongoing support and guidance regarding IT services and systems.

Examples:

IT Help Desk, Service Desk, Application Support Team.

Change Group:

Responsibilities:

• Review, assess, and approve proposed changes to IT infrastructure and services.
• Ensure that changes adhere to established policies, procedures, and best practices.
• Coordinate the implementation of changes and communicate effectively with stakeholders.

Examples:

Change Advisory Board (CAB), Change Management Committee.

Approval Group:

Responsibilities:

• Review and approve requests for changes, access, or other actions within the organization.
• Ensure compliance with policies, regulations, and security standards.

• Grant or deny approvals based on predefined criteria and authorization levels.

Examples:

Security Approval Group, Finance Approval Group, HR Approval Group.

Managed by Group:

Responsibilities:

• Manage and oversee specific configuration items (CIs) or services within the organization.
• Ensure that CIs are properly maintained, updated, and aligned with business needs.
• Monitor the performance, availability, and compliance of managed CIs or services.

Examples:

Database Administration Team, Network Operations Center (NOC), Application Owners.

These groups play pivotal roles in various ITIL (Information Technology Infrastructure Library) processes and workflows within ServiceNow, including Incident Management, Change Management, and Request Management. Their collaboration ensures efficient IT service delivery, maintains service quality, and aligns with the organization’s objectives.

These groups are essential for managing principal configuration item (CI) classes, which include:

• IP Switch
• IP Firewall
• IP Router
• Windows Server
• ESX Server
• Mobile Devices
• Computers

[johannarami]

Hello Pratiksha 

We are intended to configure DPR for release management and based on volume of applications in our organization, we need to set groups for SLDC (Development, Testing, Readiness phases) for each product (or business app) and configure approvals based on them.

Do you know if there is any place in ServiceNow CMDB for these SLDC groups for products?