Introduction of the Business Services and Service Offering fields in Incident
What is this?
In August 2022, two fields were added to the ServiceNow Incident form: Business Service and Service Offering. At this time there is no expectation that you would use these fields or change your business processes. Teams that currently use the ‘Configuration Item’ field should continue with their current business processes. These fields are there to support future improvements. See screenshots and details below.
What should I enter in the Business Service or Service Offering field?
As of August 2022, you do not have to use these fields. Teams that currently use the ‘Configuration Item’ field should continue with their current business processes.
Over the next few years, the ITSM and ServiceNow teams will be working with each OneIT unit to discuss the business services and service offerings, after which time those units may decide to introduce these two fields into their business processes.
What are the benefits of these fields?
As bIT matures its business processes, these fields will support IT Change Impact Assessment, which allows bIT to identify the systems/services/groups/users affected by a change, problem or major incident. This will improve our ability to proactively assess risk and decrease our response time to outages. Additionally, these fields will support better metrics that we cannot obtain today which allow bIT to track and measure the service we offer.
NEW Business Services and Service Offering fields
· Business Service field - User will need to pick a Business Service first in order to see what are the available Service Offerings in the next field
· Service Offering field - driven by the connected Business Service. User will see no available Service Offerings until Business Service is chosen
Examples;
Business Service with Service Offerings
If you have any questions, or feel your team is ready to start using these fields today, please send email to : servicenow-support@berkeley.edu