Incident category & sub category or CSMB services, service offerings, application services?

[Suggy]

Today , as on today 🙂

Which one should we use on incident form (considering new implementation of ITSM for a customer) -

category and subcategory 

or

Servies, offerings, application service, CI etc on the incident form?

[Vishnu kumar R]

Hi @Suggy

For a new ITSM implementation, use Services, Offerings, Application Services, and CIs on the incident form for better alignment with business goals, enhanced reporting, and scalability. However, Category and Subcategory can be added for initial triaging if needed. This balanced approach covers both business impact and quick categorization.

Please mark as helpful if it answered your query : )

[Suggy]

@Vishnu kumar R You are saying both and its confusing to me. As I said, its for a new customer. Based on today, what ServiceNow is recommending, I would like to go with that approach.

To cover entire INC lifecycle, which is preferred? cat/sub cat or services, offerings, CI?

[Brian Lancaster]

Do they have Services or Service Offering defined yet. Typically most places I have worked at did not have any of these defined when we started our CMDB journey but they did have specific CI like server, some app services, etc. So I have always started with Category / Subcategory and CI. Sometimes just category / subcategory leaving CI not mandatory until we started populating the CMDB. 

[Suggy]

@Brian Lancaster Customer is new to ServiceNow. They will listen to us 🙂 

If using Services/offerings is better to use, then I can ask them to start defining them.

Thats the reason I posted this question in community to see how others are doing for new ITSM customers.