From the course: Learning ServiceNow
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Tasks everywhere - ServiceNow Tutorial
From the course: Learning ServiceNow
Tasks everywhere
- ServiceNow helps teams manage tasks along the whole task lifecycle, creation, assessment, approval, assignment management and communication and completion. And tasks come in many types, incidents, problems, changes. In fact, your particular skills, IT, HR, procurement, or finance, may qualify you to be assigned specific kinds of tasks. We'll talk about the various types of tasks, and we'll profile the kinds of folks who can fulfill those tasks. Probably the largest percentage of tasks is incidents. These represent the classic help desk or service desk ticket. After initial triage by the Service Desk Group, the ticket is often assigned or escalated to the group that's responsible to restore the suspected failing infrastructure element or business service. The service desk team is dedicated to incident resolution. If an incident is reassigned to an escalation team those individuals are specialized in the elements they…
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