What happens to the Assignment group field if a CI has both an Owner group and a Support group?

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When a Configuration Item (CI) has both an Owner group and a Support group, the Assignment group field is populated with the Owner group by default. This behavior is designed to ensure that ownership is clearly defined, especially for incidents or changes related to the CI. The Owner group is typically responsible for the overall management and maintenance of the CI, making it the logical choice for assignment.

Additionally, this functionality emphasizes the importance of ownership in IT Service Management, ensuring that the right team is held accountable for the delivery and upkeep of the services associated with the CI. By prioritizing the Owner group, organizations can streamline their processes and enhance accountability within their teams. This system also allows for more efficient incident resolution and change management by ensuring that the group with overall responsibility is involved from the outset.

While the other options present different scenarios, they do not align with standard practices in ITSM regarding the use of Owner and Support groups.

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