Service Manager Role | University IT

You confirm service offering (CI) name and details with the Service Owner and submit a request for the addition of a new service in the Configuration Management Database (CMDB).

You maintain the data integrity of the CI by providing updates as needed for changes to staff assigned to service roles, assignment groups, and change approvers.

Having your service offering in the ServiceNow CMDB is foundational in order to receive incident tickets, ensure they are routed to the correct support groups, and manage change requests.

Updating the CI when staff change will ensure that tickets and change requests are routed quickly and efficiently to the appropriate staff and groups.