Roles and Responsibilities of different Group Types

[ritika2k23]

Hi All,

Can you please help me understand the roles and responsibilities of the Support Group, Change Group, Approval Group and Managed by Group. Thank You!

Regards,

Ritika.

[Simran Gadodiya]

Support Group is the group that is responsible for supporting incident resolution.

Change Group is the group that is responsible for implementing changes.

Approval Group is the group that is responsible for approving changes (and possibly requests or other activities as well)

Note that you may have multiple groups that help to support incidents, and even multiple groups responsible for implementing changes on a given CI.  These are here to determine who is the primary responsible group.  Individual incidents, changes, requests may still be assigned to other groups as needed.  It is NOT the job of CIs to define these different possibilities, escalation paths, etc.  So be careful of the temptation to define additional custom Group fields to specify secondary/alternate groups, as this is likely to be difficult to maintain and will likely add unnecessary confusion to your processes rather than help to define responsibilities as intended.

If this helps you Mark it as Helpful.
Thanks

[M Ismail]

Hi @ritika2k23,

Here's a brief overview of the roles and responsibilities of each group in ServiceNow:

1. Support Group:

   • Responsibilities:
     • Handle incoming incidents, service requests, and inquiries from users.
     • Troubleshoot and resolve issues within their area of expertise.
     • Provide support and guidance to users regarding IT services and systems.
   • Example: IT Help Desk, Service Desk, Application Support Team.

2. 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 change implementation and communicate with stakeholders.
   • Example: Change Advisory Board (CAB), Change Management Committee.

3. Approval Group:

   • Responsibilities:
     • Review and approve requests for changes, access, or other actions within the organization.
     • Verify that requests comply with policies, regulations, and security standards.
     • Grant or deny approvals based on predefined criteria and authorization levels.
   • Example: Security Approval Group, Finance Approval Group, HR Approval Group.

4. 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 performance, availability, and compliance of managed CIs or services.
   • Example: Database Administration Team, Network Operations Center (NOC), Application Owners.

These groups play key roles in various ITIL (Information Technology Infrastructure Library) processes and workflows within ServiceNow, such as Incident Management, Change Management, and Request Management. They collaborate to ensure efficient IT service delivery, maintain service quality, and support organizational objectives.

Please hit helpful if it helps you.
Thank you!

[Maddysunil]

@ritika2k23 

Hello Ritika

In ServiceNow, various roles and responsibilities are assigned to different groups to efficiently manage IT processes and workflows. Here's an overview of the roles and responsibilities of the Support Group, Change Group, Approval Group, and Managed by Group:

1. Support Group:

   • Responsibilities:

     • The Support Group typically consists of individuals responsible for providing support and resolving incidents and service requests.
     • They handle day-to-day activities related to incident management, problem management, and service request fulfillment.
     • Support Group members may include IT technicians, help desk personnel, and other support staff.

   • Roles:

     • Support Analysts: They are responsible for triaging, diagnosing, and resolving incidents reported by users.
     • Level 1, Level 2, Level 3 Support: Depending on the complexity of the issue, different levels of support may be involved in troubleshooting and resolution.

2. Change Group:

   • Responsibilities:

     • The Change Group oversees the change management process within an organization.
     • They are responsible for assessing, prioritizing, and approving changes to IT infrastructure, systems, and services.
     • Change Group members ensure that changes are implemented smoothly with minimal disruption to services.

   • Roles:

     • Change Managers: They lead the change management process, including reviewing and approving change requests, assessing risks, and coordinating change implementation.
     • Change Coordinators: They assist change managers in planning and scheduling changes, ensuring that all necessary approvals and documentation are in place.
     • Change Advisory Board (CAB) Members: In some organizations, a CAB comprising key stakeholders may be part of the Change Group, providing input and guidance on significant changes.

3. Approval Group:

   • Responsibilities:

     • The Approval Group consists of individuals or roles responsible for approving various types of requests and changes.
     • They ensure that proposed changes comply with organizational policies, procedures, and regulatory requirements before implementation.

   • Roles:

     • Approvers: These individuals or roles review and approve or reject requests for changes, access, or other IT services based on predefined criteria and authorization levels.
     • Approval Managers: They oversee the approval process, define approval workflows, and ensure that requests are routed to the appropriate approvers.

4. Managed by Group:

   • Responsibilities:

     • The Managed by Group is responsible for managing and maintaining specific configuration items (CIs) or assets within the ServiceNow Configuration Management Database (CMDB).
     • They ensure that accurate and up-to-date information about CIs is available to support various IT processes, such as incident management, change management, and service asset and configuration management (SACM).

   • Roles:

     • Configuration Managers: They are responsible for defining and maintaining the configuration management strategy, policies, and procedures.
     • CI Owners: These individuals or groups are accountable for specific CIs throughout their lifecycle, including identification, control, status accounting, and verification.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Artur Gabor]

Hi @Maddysunil

Thanks for the great overview.

Do you know if there are any rights / ACLs out-of-the-box set to these groups.?

E.g. you are only able to edit a CI if you are member of a group stored in Managed by Group?

Thanks!