Support Group vs Manage by Group

Ashish Kathait · ‎02-26-2024

We have two fields: Support Group and Managed by Group in CMDB and other CSDM tables as well. What would be the ideal use case for both fields? For instance, whom can we assign tickets to and who will be managing that CI?

Danish Bhairag2 · ‎02-26-2024

Hi @Ashish Kathait ,

The "Support Group" and "Managed by Group" fields in CMDB (Configuration Management Database) and other CSDM (Common Services Data Model) tables serve different purposes and are used in different contexts:

1. **Support Group:**

- **Ideal Use Case:** The "Support Group" field is typically used to assign tickets or incidents to a specific group responsible for providing support or resolving issues related to a particular configuration item (CI) or service.

- **Example Use Case:** In an IT service management (ITSM) system like ServiceNow, when a user raises an incident ticket related to a network issue, the ticket can be assigned to the "Network Operations" support group. Members of this group are responsible for diagnosing and resolving network-related issues.

2. **Managed by Group:**

- **Ideal Use Case:** The "Managed by Group" field identifies the group responsible for managing or overseeing the configuration item (CI) throughout its lifecycle, including its deployment, maintenance, and decommissioning.

- **Example Use Case:** In an organization's CMDB, servers are typically managed by different teams based on their function or location. For example, servers in the finance department may be managed by the "Finance IT Operations" group, while servers in the marketing department are managed by the "Marketing IT Operations" group.

In summary, the "Support Group" field is used for incident management and assigning tickets to groups responsible for resolving issues, while the "Managed by Group" field is used for configuration management and identifying the group responsible for managing the lifecycle of configuration items. Each field serves a distinct purpose in managing IT services and infrastructure effectively.

Thanks,

Danish

View solution in original post

Community Alums · ‎11-27-2024

You can get the answers here: https://nowlearning.servicenow.com/nowcreate/en/pages/assets?id=nc_asset&nc_ai_search=true&sys_id=fe...

Go to slide 84 and onwards for the explanation

Jens Tanneberge · ‎11-28-2024

Thanks, good content. Still not a master glossary, but it helps.

Community Alums · ‎12-02-2024

I agree, but it is nearly impossible to find documentation on that topic.