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Get Incident Feedback

Introduction | Preparation | Iteration 1 | Iteration N


 

Introduction

 

Getting feedback on the results of Step 5: Contextualize Results and Step 6: Visualize Results helps identify and prioritize which IECs are ready for Incident Generation.


Subsequently, getting feedback on the generated Incidents is an important step to ensure that the Teams receiving the Incidents are effectively working on the Incidents to improve the throughput of ServiceNow Discovery and the overall quality of the CMDB.

We recommend the following to help complete the feedback loop.


Keep Multiple Channels for Feedback:

Feedback can be collected in one of the following ways (including any other processes already present within your organization):

- Ad-hoc Meetings

- Regularly Scheduled Meetings

- Pre-scheduled meetings based on the rollout of new Incident Error Codes

- On-demand meetings triggered by organizational changes due to new resources or infrastructure changes requiring realignment

- Service Requests, Change Requests, Incidents, Incident Tasks, Tasks


With an automated cadence to generating Incidents with Discovery Admin, this step is a part of one of several (optional) iterations to complete the end-to-end operationalization of the maintenance of ServiceNow Discovery with Discovery Admin.


 

Preparation

 

In preparation for each iteration, the questions to be asked are:

  • Which IECs are ready for Incident Generation?

  • Have you taken the necessary steps to Eliminate Noise and Increase Granularity for the prioritized IECs?

  • Are the Incident Generation Properties reviewed with the teams to further ensure complete alignment with the generated Incidents?

  • Do the team(s) receiving the Incidents understand what is expected of them as a part of this process?

  • Is there a clear feedback channel established with the team(s) receiving the Incidents?


Remember, the results of each iteration do not have to be perfect or exhaustive. The CMDB is constantly changing and there will always be exceptions.


However, the feedback received from these team(s) MUST be taken as input to Create and Manage IECs and IECMs in Discovery Admin as soon as possible, to ensure the receiving teams get the most relevant IP Addresses included in their Incidents.


 

Iteration 1

 

For the first iteration, let's start with you.

'You' includes you and the team closest to ServiceNow Discovery, the CMDB, and the immediate relationships you already have within your Organizaiton.


This includes assigning a Level 1 Team or the ServiceNow Discovery Team to Incidents for the prioritized IECs before optionally reassigning a subset of the Incidenets to the Infra Teams.


Ask the questions in the Preparation section (on this page) to get started.


 

Iteration N

 

Identify team(s) to work with and iteratively expand to other teams based on the success of the current teams you have engaged with.


At the beginning of each iteration, reference the success of the previous Incident Generation automation. This will give IECs to focus on for each iteration.

Each iteration will result in examples and use cases which can be shared with the next set of team(s) you plan to engage with.

Ask the questions in the Preparation section (on this page) to the teams you are working with.


The frequency of these iterations is driven by organizational priorities and it gets easier with every iteration once you have the foundation in place.

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