ServiceNow Project Kickstart Foundation Prerequisite

[hharshkumar]

ServiceNow Project Kickstart Foundation Prerequisite. and incident module prerequisites

[Tanushree Maiti]

Hi @hharshkumar 

Based on my understanding, the following areas need to be considered before setting up the Incident module:

1. Foundation Data
   Before setting up the Incident module, the required foundational data should be populated in the ServiceNow base tables, such as sys_user, sys_user_group, cmn_location, etc.
2. Roles and Access
   Define the appropriate roles for Support Desk users, Fulfillment users, and other relevant users. The corresponding ACLs should also be configured based on the required access levels.
3. CMDB Data
   The required CMDB data should be populated and maintained so that Configuration Items (CIs) / impacted services etc. can be properly associated with incidents.
4. Priority Lookup
   Based on the business requirements, define the priority determination rules/lookup logic for incidents.
5. SLA Configuration
   Define the response and resolution SLAs for incidents based on the applicable priority levels and business requirements.
6. Categorization
   Define the Incident Category and Sub-category structure according to the business requirements.
7. Auto-Assignment (Optional)
   If incidents need to be automatically assigned based on the selected CI or other criteria, the required Assignment Groups and assignment rules should be configured accordingly.