Best practice for incident management over different departments

[Josh102]

We would like to explore making some of our non-ICT departments use ServiceNow incidents for ticket management. I'm not sure whether to make the departments use the same incident table that we use in ICT or not. If we let the other departments use the default incident table, we are going to need to create additional fields and UI policies such as removing Impact/Urgency/Priority for non-ICT assignment groups so that they are not triggering ICT's SLAs, and replace them with department specific impact fields. 

I'm confident on how to set this all up using one table, my question is: is this best practice?

Along with this, itil licenses in ServiceNow are expensive and give a lot more functionality than our other departments are going to use. If we were to create another table similar to incidents for each department, would there be a need for itil licenses? Or does ServiceNow offer cheaper licenses with less functionality than itil?

[Community Alums · Accepted solution]

Hi Josh,

About the licensing part you must reach out to the sales Rep from Servicenow who has been allocated to your company, they can explain or provide the better approaches.

Secondly, about the implementation, you are bang on track!! that's the best practice for different departments.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Carter Jayden]

Thanks for sharing and asking. As I haven't notice these thing even we are using servicenow for good detergent for sensitive skin business. But we haven't given any attension to the risk management. have you prepared any check sheet for the risk so if you have then kindly share with us so we could betterly plan our risk management.