I have a question regarding the Service Catalog and Incident Management configuration.
Currently, we manage our services in the ServiceNow Service Catalog. I need to create a new service that will initially be used only by Infrastructure and Application teams to raise and manage Changes related to the installation and setup of new machines and applications, ensuring full traceability.
However, during this initial phase, I do NOT want this new service to be available for end users or support teams in the Incident reporting module.
The idea is that the service should become available for Incident logging only after:
- The infrastructure has been fully deployed
- The application has been implemented
- The service documentation and architecture diagram are completed
- The SLA management team has received proper training and validated the service readiness
Only at that point should the service be activated and visible for Incident creation.
What is the best practice in ServiceNow to control the visibility or availability of a service for Incident reporting while still allowing it to be used for Change Management?
Should this be handled through service status, service offering configuration, user criteria, or another recommended approach?
Thank you very much for your guidance.
