Best practices for setting up groups - assignment, admin and approval

jami2
Kilo Contributor

‎08-15-2017 09:55 AM

We are new to ServiceNow and are moving from Remedy 7.6. Our existing support groups and routing assignments need to change from using ProdCat/OpCat routing to category, sub-category, CI, service, etc.

Can anyone provide examples of:

  • Group naming conventions
    • Do the naming conventions vary for application support vs. infrastructure support, for example
    • When is it appropriate to use location (region) in the group name
  • Group hierarchies
    • By organization/department?
    • By support type (e.g., end-user support)?
    • What works for your company?
  • Categories and subcategories for Incident and Change
    • What are some examples?
    • Are the lists the same in different applications (IM and CM?)
  • If your company does not yet have Services defined, do you hide this field on the Incident form? Do you use CI Class instead?
  • Critical group attributes such as group description, group manager, etc.
  • Do you have groups that support multiple applications?

Thank you in advance! We are struggling a bit due to the voluminous foundation data we have in Remedy today and trying to convert it to the slimmer and smarter SN structure!

  • 7,598 Views
3 REPLIES 3

kopp820
Mega Guru

‎08-17-2017 11:17 AM

I wrote this article which may help you get started. Hope this helps!


6 Tips for Understanding and Managing ServiceNow Groups


0 Helpfuls

jami2
Kilo Contributor
In response to kopp820

‎09-14-2017 08:51 AM

Thanks Kailey!


0 Helpfuls