ITIL and Support Owner/Team info

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Sat Oct 03, 2020 1:15 pm

Sat Oct 03, 2020 1:21 pm


Sorry for the beginner question. I was wondering where Support team info is stored.

If we have a basic ticketing system and are exploring CMDB systems, and have our support owner / rota / escalation manager info in yet another system, where should this last piece of data go?

I have used ServiceNow in the past and all the data for this was in SN, but I don't recall if it was directly input into SN (as part of application setup we also setup the support team info / Email DL / Support Rota etc) or this is part of another system like CMDB and then feeds in to SN.

So to summarize, where is the right place to store the application support team info?

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