Incident Categorization and Service Portfolio Management

[cmheller]

We are working on the implementation of Service Portfolio Management within our existing ServiceNow platform. Is there anyone here who is using Service Portfolio Managment today that can speak to how you have approached the Service/Service Offering and Category/Subcategory fields on the Incident form? 

I have a team who is questioning the need for both elements (Services and Categories). If you are using both, how have you delineated the difference between the two concepts for your process owners and stakeholders? If you are not using both sets of fields on the Incident form, what contributed to your decision?

Thanks!

[Dr Atul G- LNG · Accepted solution]

Hi @cmheller 

We are using both Service/SO and Category/Subcategory as well. We need to understand that these fields are different and serve different purposes:

• Category/Subcategory: Tells us what type of incident it is, like Hardware, Software, Enquiry, or others.

• Service/SO: Indicates which components are impacted or affected due to the incident, which we can see via the Dependency View. Service/SO has a direct relationship with CI, and with this, we can see a full end-to-end view.

So, both have different purposes.

[cmheller]

@Dr Atul G- LNG thank you for the response. I think this will help the team wrap its head around the concepts.

[Dr Atul G- LNG]

Perfect, please close the thread.