Service Request vs. Incidents
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‎12-13-2013 11:45 AM
Hello All,
I have a general question. Does anyone out there have a separate process for fielding internal service requests? For example, if someone needs more bandwidth they go into SNOW and open a service request for the bandwidth. It goes through a predetermined workflow and assigned to the appropriate group and can be tracked until completion. OR does this just go through as a break/fix incident via the incident management module?
We are new to SNOW and only have put in the Asset Management Module. We are talking about putting in the incident management module for user problems (break/fix) but want another module to handle user requests. Like I said we are new to this. We can come up with a process and design the workflows. If someone can provide a summarized step by step on what we would need to do that would be awesome.
Thank you,
Domenic
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‎12-13-2013 12:39 PM
Sorry, I don't understand what you mean by an internal process. Are you asking how you'd go about having two types of incidents (incidents for end users to tech support, incidents for tech support to tech support)?
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‎12-13-2013 12:48 PM
Maybe this is a better way of explaining.
We have incident management which deals with break/fix and is open to users.
We want a seperate process within SNOW that deals with requests that are required by our IT department internally. Nothing to do with incidents because these requests are for the likes of asking for network bandwidth upgrade or a new server, etc. This would not be considered break/fix (incidents). These requests would be sent within the IT department. Using the network bandwidth example, that request would go to the network team for an assessment and pricing.
Domenic
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‎12-13-2013 12:54 PM
Hi Domenic,
I understand you are new to ServiceNow, welcome aboard and welcome to the community!
You are familiar with the incident module. Are you also familiar with the Service Catalog? The Service Catalog would be a great candidate to process internal requests that go to a particular team (or dynamically sent to teams based on content within the catalog form).
