On-Call module

[GChanner]

We are reviewing the use of the On-Call module for all our IT teams. Approximately 15 IT teams.

Questions:

1. While each team can setup their schedule, roster etc. who is the arching owner of the On-call module? is it the service desk? is it the SN admins?

2. Who should be the point of contact for questions or provide training?

The reason for these question is to make sure we develop and build a good process before its deployed.

Any feedback will be greatly appreciated.

[Neel Patel3]

Hi there,

Usually your company's core ServiceNow team would be responsible for the overall maintenance of the platform.

Depending on the roles that you have provided, either your team or the business who requested this functionality would govern the solution.

Questions and training should be provided by team managers/owners. (of course after implementing the solution you would have to provide the initial training).