IT infrastructures service requests - ideas list

[avishni]

Hello

As part of planning to start use service requests inside the IT infrastructure department, i have been asked to make a list of the request types that are being used in   other organizations. the current situation is that the request are not managed (some of them by mail, some in a share point portal and other ways) so the added value in moving to sevicenow platform is clear, even before adding automation to the process.

i have made a list of the basic request types but i be more then happy if you will provide me with the list of requests types you are using

here you can see a   short list of what i have so far:

• request for new server
• request for network storage space
• request for creating\updating firewall rule
• new database installation
• adding user to special group (i.e server administrators)
• access and resources in the privet cloud

please help me with more ideas.

Avishay

[dravvyramlochun]

Hello Avishay,

Basically, ServiceNow is a cloud hosted platform, so you do not need any physical infrastructure for it. What you will need to provision is a VPN tunnel so that to allow your servicenow instance to communucate with your LDAP (in case you want to do LDAP intgration) or you want your instance to use your PROXY server.

You can add users/groups/roles based on your preference. You can create also necessary ACL based on your business requrements to secure your instance.

Reference:

User administration

http://wiki.servicenow.com/index.php?title=Base_System_Roles#gsc.tab=0

Roles

Access control rules

Thanks,

Dravvy

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[avishni]

maybe i didn't explain my self correctly.

i am looking for examples of service request types to put in the service catalog, that are relevant to the it infrastructure teem. how they can provide a better service by offering their services   in the service catalog ? which services types should they offer

the list i wrote above are the obvious samples like creating new server or updating permissions, i am looking for some new and innovative ideas.

thanks

[dravvyramlochun]

Hello Avishay,

Well you can put any kind of catalogue service request types, depending on your organisation. From a service now perspective we cannot tell you what to put there, as different organisation have different needs and request depending on the line of business of that organisation.

Nevertheless what I can suggest are common things like:

- Request for access for network printer

- Request for admin priviledge to install software

- Request for OSx upgrade

- Backup schedules

- Network issues (you can break this in smaller parts)

- AD account locked out

-Request for new credentials

Thanks,

Dravvy

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