Incident mangement - populate Service first or CI first?

Suggy
Giga Sage

‎01-10-2024 10:46 AM

As part of the incident management process, I see below 2 statements by serviceNow in different scenarions.

1. Populate the Service, then Service Offering and choose the CI that is filtered based on the chosen Service and offering.

2. Populate the CI first, based on this CI, see the filtered Services and Offerings.

 

Q - Which is the preferred method?

 

0 Helpfuls
  • 690 Views
1 REPLY 1

Barry Kant
ServiceNow Employee
ServiceNow Employee

‎01-10-2024 10:31 PM

hi Suggy, 

the way I see it depends on the entry point:

You have consuming initiated incidents and you have technical initiated incidents. 
Consumers  are your internal or external customers. 

So Customer initiated incidents come in via:

  • CSM
  • Service Portal
  • Call Center

Consumer might know the application they work on (Application Service) but in general they don't know the supporting CIs. In that scenario the might know the Business Service Offering they are subscribed to (in CSM the sold product). Other then if it is about an owned asset they use. In that scenario they know the CI (in CSM the Install Base Item). So in a way it depends what the customer is aware of.

The next step is triage to see which underpinning service is the cause of the issue.


Technical initiated incidents can be inserted as:

  • 2nd line ticket
  • via alerts
  • via external providers

most of the times the affected CI is known and the registration can start from here. The related Technical Service Offering can be inserted for the assignment. The next step is to understand the affected Business Service Offerings and accordingly the affected parties to be able to communicate about a potential service degradation.

 

BR,

Barry