Hi Community!
We are starting in the ServiceNow platform designing all ITSM processes.
In our current tool (HPSM), in order to open incident records from ESC, we are asking end users for the Service/Service offering and application a part from a general description of the issue. Sometimes, users are angry about need to select a service because our portfolio is quite big.
When defining the new form for ServiceNow we have doubts about what should be the best approach for us.
I was wondering what are other companies doing? what are the most common questions and information requested to end users when opening incidents?
Are there any recommendations or best practices in ServiceNow?
Thanks a lot,
