6 ServiceNow Category Subcategory Best Practices

ServiceNow is a powerful platform for managing IT services and operations. It provides a comprehensive set of tools for managing incidents, problems, changes, and other IT service management processes. One of the most important aspects of ServiceNow is the ability to categorize and subcategorize incidents and requests.

In this article, we will discuss 6 best practices for setting up categories and subcategories in ServiceNow. We will also discuss how to use categories and subcategories to improve the efficiency of your IT service management processes.

1. Use the Category field to group related requests

The Category field is the first level of organization for ServiceNow requests. It allows you to group related requests together, making it easier for users to find what they need quickly and efficiently. This also helps with reporting and analytics, as you can easily see which categories are most popular or have the highest volume of requests.

Additionally, using the Category field to group related requests makes it easier for your team to manage them. You can assign specific teams or individuals to handle certain categories, ensuring that each request gets the attention it needs in a timely manner.

2. Use the Subcategory field to further refine the request type

The Subcategory field allows you to provide more granular detail about the request type, which can help your team better understand and prioritize requests. For example, if a customer is requesting a new feature for an existing product, you could use the Subcategory field to specify whether it’s a minor or major enhancement. This will give your team a better idea of how much effort is required to fulfill the request.

Using the Subcategory field also helps ensure that all requests are properly categorized and tracked in ServiceNow. This makes it easier to analyze trends and identify areas where improvements can be made.

3. Create a list of categories and subcategories that are relevant for your organization

Having a list of categories and subcategories that are relevant to your organization will help you organize your ServiceNow data more efficiently. It will also make it easier for users to find the information they need quickly, as well as reduce the amount of time spent searching for specific items. Additionally, having an organized list of categories and subcategories can help you identify areas where additional training or resources may be needed. Finally, having a clear structure in place will ensure that all users have access to the same information, which is essential for effective collaboration.

4. Ensure all users understand how to select the appropriate category and subcategory when submitting a request

When users select the wrong category and subcategory, it can lead to delays in resolving their request. This is because ServiceNow uses categories and subcategories to route requests to the appropriate team or individual for resolution. If a user selects the wrong category and subcategory, then the request may be routed to the wrong person or team, leading to delays in resolution.

To ensure all users understand how to select the correct category and subcategory when submitting a request, organizations should provide clear instructions on how to do so. Additionally, they should also provide examples of common requests and the corresponding categories and subcategories that should be used. Finally, organizations should consider providing training sessions to help users become more familiar with the process.

5. Consider using a reference qualifier on the Category field to limit the choices available based on other fields in the form

Reference qualifiers are used to limit the choices available in a field based on other fields in the form. This is especially useful when you have multiple categories and subcategories that need to be associated with each record. By using reference qualifiers, you can ensure that only relevant options are presented to users when they select a category or subcategory.

For example, if you have an incident form with two different types of incidents (e.g., hardware and software), you could use a reference qualifier on the Category field to limit the choices available to just those related to the type of incident being reported. This will help streamline the process for users and make it easier for them to find the right category and subcategory quickly.

6. If you have many categories or subcategories, consider adding a search box to make it easier for users to find the right option

Having a search box allows users to quickly and easily find the category or subcategory they are looking for. This saves time, as users don’t have to scroll through long lists of categories and subcategories to find what they need. It also reduces frustration, as users can type in keywords related to their query and get results more quickly. Finally, it helps ensure accuracy, as users can be sure that they are selecting the correct option from the list.