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This document describes how DSP Contracts are represented and used to drive decisions in ServiceNow's incident modulefor ServiceNow tasks.

Background

DSP Contracts have been implemented as "Service Contracts" table (ast_service} that came with the asset management module. Each contract has a list of organizations which it serves; these lists are maintained in a Box spreadsheet and pulled into ServiceNow via a nightly import set (this could probably be improved by allowing in-tool editing; the trade-off is role/ACL management vs. import set/transform management).

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Implementation

Group Assignment

"When processing an incident, an ITIL user should be able to determine which DSP group supports a particular user so that the incident can be routed to the appropriate DSP group."

This is facilitated via a UI action called "Assign to DSP Group", which is available in Incident and SC Task forms. It chooses a group by the rules described above.

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