Service Catalog Item Governance

[Lisa Moose]

Most catalog items have a governance group -- the group that defines the requirements, parameters, boundaries for that catalog item.       This is different that the fulfillment or assignment group.

Example: Remote Access requests --

• Our IT Security group defines how remote access is requested, approved/rejected, provided.
• Our Central Administration group is the assignment group that fulfills those requests.

When questions arise as to how the catalog item itself works, we go to our ServiceNow support team.

When questions arise as to how the process should work, we go to the IT Security group.

When questions arise as to how the request gets fulfilled, we go to the Central Administration group.

It is easy to identify the Assigement Groups involved in a catalog item.

However, no place exists yet to define the governance group -- to denote that IT Security owns the process behind the catalog item.

We are exploring options for denoting the governance group for each catalog item.

Has anyone does anything like that?   Any suggestions?

[Mike Allen]

Can you just create a group field on the catalog item that holds this information?

[Mike Allen]

Also, there is another table (sc_cat_item_app_group) that holds the approval group relationship.   You could create your own one-to-many table that holds the governance group and add it as a related list at the bottom of the catalog item form, so that it matches the approval group.

[Lisa Moose]

Thanks -- this is the solution I was thinking of, but was wondering if anyone had thought of anything better.   Thanks for confirming I'm on the right track!