Hello all,
I'm coordinating the implementation of ServiceNow (ITSM) for my company. We work together with an implementation partner that has advised us to design the Report Incident Catalog Item using Business Services and Service Offerings to assign tickets. Our company does have a Service Desk but we want to prevent they have to route all incoming tickets.
My question is what ServiceNow's stance is on the Incident form design and what others on the forum have done with their form? I'd like to learn from other companies' experiences as I think the OOTB form is simplified too much, but there is a fine line in making the form too complicated.
