OOB Incident Management

[dvientos]

Hello Everyone,

I'm looking to get some input regarding OOB incident management.

I am looking to put in place an incident management process in Service-now and I see that OOB there is a process in place. My IM process is very basic and doesn't have anything complicated to it (though later we will need to explore additional features). I would like to understand or hear from other who have implemented IM straight out of the box and got it to work successfully with minimal configuration. I understand that we would have to determine the contents for fields like CATAGORY, SUB-CATAGORY, IMPACT, URGENCY, ASSIGNMENT GROUP,   to fit our environment. But other than those areas is there anything else we would need to configure? Or can I just run it OOB?

One additional item, is there a workflow in place for the OOB Incident Management module? If so where is it?

P.S. I'm going to ask the same question as above for Problem and Change Management.

Thanks in advance!

D.

[Bhavesh Jain1]

The OOB incident module covers most of the required functionalities. Like you mentioned, yes you need to update some lookup data for category, subcategory. CMDB Data, User/Group data needs to be populated.

The most important thing is to set the SLA definitions as per your team schedules.

Make sure the OOB notification templates fulfills your need. Other than SLAs, there are lot of other things like reports, metrics which you will need to look into.

[andrew_venables]

OOB there is no workflow for IM.

A few other areas you will want to look at are:

• Assignment Lookup Rules - To automatically assign Incidents to the right team based on fields like Category/Sub-category.
• Priority Lookup Rules - The OOB priority matrix might be suitable for you organisation but it is worth considering if all values are valid.
• Mandatory/Visible/Read-only fields - You will likely want to use a few UI Policies to configure mandatory or read-only fields, OOB ServiceNow generally has very few mandatory fields. For example is it valid that the user can enter no Short Description? What about the number field? Should they be allowed to change this?
• CMDB - You haven't mentioned if you have a populated CMDB but the CI field is exposed on the IM form OOB, its worth considering what the minimum population you need here is, perhaps you need to create some generic CIs?
• Closure codes - Another list of data that you might need to populate.
• Related lists - Which related lists are valid for your organisation? Do you need all of the OOB ones?
• Modules - Modules are links on the left hand side under Incident application, are they all relevant? Can you add new ones? If you are not using the location field, you might want to hide the Critical Incidents map.