Categorizing Incidents for various IT groups

[Michael Domke]

There are many different IT groups in my company that manage and support their own "stuff". Regardless of what that "stuff" is, when there's an issue, an Incident is created and assigned to the appropriate group.

Out of the box functionality for Incidents within ServiceNow works for a generalized environment and we've actually customized our instance further to be a little more granular in how Incidents are "categorized". That is, what data we collect to document the Incident.

The issue we're having right now is that several of these groups are becoming more familiar with what ServiceNow can do in terms of customization and they are now requesting very specific needs in terms of categorizing their Incidents. Specific fields with specific choice values, etc. These needs are specific enough that they really can't be shared among other groups.

What I'm afraid of is that we'll need to manage a whole sub-set of different ways to categorize Incidents for many different groups. For example, one group wants a certain choice list of categories and other field types and other groups want something unique to their "stuff". This could get messy.

My question to the community is to find out what others may have done to manage this varying type of Incident categorization.

Thanks for any input,

Michael

[danielbilling]

in the real case the fields were added to the Task table and used in IM, PM, CHM.

Reporting was then done on either Service or on CI level. To be honest, Service reporting was the only one that provided any real value.

One thing is that Services was defined by a type (Business, Technical, Support...etc) that made it possible to create report by Service (independent on module) or for example Incident response time by Service (dashboard in this case)

[Makosko]

Hello Daniel,

could you please advise me on what fields I am supposed to add to the IM form after installing the Service Portfolio Management plugin ?

Thanks a lot

MaROS

[alper_canpolat]

Daniel this really sounds like a best practice, can ServiceNow handle this easily, what I mean is this, will this be really quick and simple for our helpdesk do you think?

[danielbilling]

if you want to get an idea on how Service oriented handling could look like, simply go a test/demo instance and enable the plugin :Service Portfolio Management

add the Business service fields to your IM form. This should give you a hint on how it could work out.

[Makosko]

Daniel,

looks like there is no "Parent" field on the cmdb_ci table.. ?

Maros