Creating Assignment Groups

[Gee1]

We are transitioning over to SN from Cherwell. In Cherwell we have teams which are the equivalent of assignment groups in SN, Does it make sense to just do a lift and shift of our team names in Cherwell over to SN. For many reasons, our service desk is familiar with the names already, ticket management would be easier, etc, We have enough on our plate with just shifting over to a new tool, don't want to complicate matters.

Looking for someone to help with, providing guiding principles behind creating assignment group name, should I use geographic location, department, area, etc to help design the prefix for the group names or should it simply be department, then support team? Some examples below:

ATS-Support - Academic Analytics & Tech

COMM-Integrated Media - Strategic Comm - Integ Media

What works best, what are the advantages/disadvantages of utilizing the old Cherwell names or starting from scratch. Does this tie in at all with Subcategory/category/services?

Appreciate your help.

[Allen Andreas]

Hello,

You may want to work with ServiceNow and consider working with a partner to implement ServiceNow with you.

As far as some of these other decisions, we can't really help you with that as that's a per org decision.

Ideally, the less complex the name, the better, but if you have a certain org structure that makes sense and is known, then you'd want to go with that.

You shouldn't necessarily just do a "lift and shift". There's a reason you're changing to ServiceNow and you don't want to necessarily end up with "trash in is trash out", just saying.

With that said, you'd want to conduct some analysis on those groups:

• were they all needed?
• were some empty?
• were some missing?
• what roles did they have in the old system?
• what roles would they need in the new system?
• is there a better way to do things?

Questions like that. The group names don't necessarily have to tie in with category and subcategory and even if you tried to do that...you can't predict tomorrow as new categories or subcategories could be made.

I hope this helps guide you.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi,

Thanks for marking my reply as Helpful.

If it ends up guiding you Correctly, please also mark it as Correct.

Thanks and take care! 🙂

[Raj_Esh]

Hi Gee,

As you mentioned service desk is used for the group names, you can go with the names that you have already.

Few things to consider:

• All the groups are active and are needed in ServiceNow
• Do you have any additional fields in Cherwell than in ServiceNow? if yes, do you need them?

You also do the bulk import in ServiceNow for groups. Below links might help you

Importing data using import sets

Easy import

Below is how it looks at the group in ServiceNow.

Hope it helps.

Thanks,

Raj

[Jameessmith]

When transitioning from Cherwell to SN, it’s understandable to want to keep things simple and not overwhelm the team. A lift-and-shift approach for assignment group names might help maintain familiarity and ease the transition. However, consider using a standardized naming convention, like geographic location or department, for long-term clarity. This can help avoid confusion down the road, especially as teams grow. As an assignment creator, structuring names logically can also streamline ticket management and align better with subcategories/services in the future.