Assignment Groups Structure in ServiceNow - PagerDuty/ServiceNow integration

HaythamFekry · ‎05-24-2023

Hello !!

Wanted to inquiry about the assignment groups structure from a best practice point of view as we are currently integrating PagerDuty and ServiceNow for incidents logging/triage..etc. Has been highlighted that in PagerDuty it is best to have a unique assignment group for each application service to have a close focus group during crisis calls instead of having a shared pool of members. Considering this approach we need to create one group for each service we have in the CMDB which is around 700+. So is this something that is followed in different organizations adopting PagerDuty and ServiceNow ? I kindly need some advice on this before we go ahead and follow this approach.

Ratnakar7 · ‎05-24-2023

Hi @HaythamFekry ,

I can provide some general guidance to help you decide on the assignment group structure for your PagerDuty/ServiceNow integration.

Consider the scale and complexity of your environment: Having a unique assignment group for each application service (around 700+) can be a viable approach if you have a large and diverse environment with distinct services. This allows for a more focused and specialized group of individuals to handle incidents related to each service.
Evaluate the level of specialization and expertise required: If your services have unique characteristics, technology stacks, or specialized support requirements, having dedicated assignment groups can help ensure that the right experts are assigned to handle incidents promptly and effectively.
Assess the impact of incidents on different services: If certain services are critical or have a higher impact on business operations, having dedicated assignment groups can facilitate faster response times and better coordination during crisis situations. This approach allows for more targeted communication and collaboration among the assigned group members.
Consider the size of your organization and available resources: Having a large number of assignment groups can be manageable if you have sufficient resources to handle the workload. However, it's essential to consider the availability of skilled personnel and ensure that each assignment group has an adequate number of members to handle incidents effectively.

Also, refer 6 Tips for Understanding and Managing ServiceNow Groups

Thanks,

Ratnakar

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Ratnakar7 · ‎05-24-2023

Hi @HaythamFekry ,

I can provide some general guidance to help you decide on the assignment group structure for your PagerDuty/ServiceNow integration.

Consider the scale and complexity of your environment: Having a unique assignment group for each application service (around 700+) can be a viable approach if you have a large and diverse environment with distinct services. This allows for a more focused and specialized group of individuals to handle incidents related to each service.
Evaluate the level of specialization and expertise required: If your services have unique characteristics, technology stacks, or specialized support requirements, having dedicated assignment groups can help ensure that the right experts are assigned to handle incidents promptly and effectively.
Assess the impact of incidents on different services: If certain services are critical or have a higher impact on business operations, having dedicated assignment groups can facilitate faster response times and better coordination during crisis situations. This approach allows for more targeted communication and collaboration among the assigned group members.
Consider the size of your organization and available resources: Having a large number of assignment groups can be manageable if you have sufficient resources to handle the workload. However, it's essential to consider the availability of skilled personnel and ensure that each assignment group has an adequate number of members to handle incidents effectively.

Also, refer 6 Tips for Understanding and Managing ServiceNow Groups

Thanks,

Ratnakar