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Request Management

ServiceNow Request Management and Service Catalog - Summary Notes

Introduction

This video covers Request Management within ServiceNow, using the example of an employee requesting a laptop.

What is Request Management?

  • Request: A formal ask for something (e.g., a laptop, software, access). It's different from an Incident (which is about something broken).
  • Request Management: The process of handling these requests through a defined system (like a company portal).
  • Key Concepts:
    • Request (REQ): The overall request (e.g., "I need a laptop"). This is the top-level record.
    • Requested Item (RITM): A specific item within the request (e.g., "Dell Laptop Model X"). There can be multiple RITMs under one REQ.
    • Task (SCTASK): Work assigned to fulfill a specific part of the RITM (e.g., "Configure laptop," "Ship laptop").
    • Fulfillment: Providing the requested service or item. This is the key difference from Incident Management (which focuses on resolution).

Service Portal

  • The user-facing interface where end-users can submit requests.
  • It's like a menu of available services and items.

Service Catalog Structure

  • Catalog: The overall collection of available services and items. Think of it like a restaurant's entire menu. There can be multiple catalogs (e.g., "Service Catalog," "Technical Catalog").
  • Category: A grouping of related items within a catalog (e.g., "Hardware," "Software," "Desktops," "Laptops"). Like sections in a menu (Appetizers, Main Courses).
  • Catalog Item: A specific, requestable item (e.g., "Dell Latitude 5530 Laptop"). Like a specific dish on the menu.

Creating a Catalog Item (Demo)

The video demonstrates creating a catalog item for "Admin Training":

  1. Maintain Catalogs:

    • Create a new Catalog (e.g., "Training"). This involves setting a title, manager, description, etc.
    • Associate the Catalog with a Service Portal (so it's visible to users).

  2. Maintain Categories:

    • Create a new Category (e.g., "Admin Training") within the "Training" Catalog.
    • Add an image to the Category (for visual appeal on the portal).

  3. Maintain Items:

    • Create a new Catalog Item (e.g., "ServiceNow Admin Training").
    • Specify the Catalog and Category.
    • Add a short description, description, and potentially a picture.

  4. Variables:

    • Add variables to gather information from the user (e.g., "Preferred Training Date," "Skill Level" (Beginner, Advanced)).
    • Variable Types: Multiple Choice, Select Box, Single Line Text, etc.
    • Variable Order: Determines the order in which variables appear on the form.

  5. Price * If the item has a price, it can be set, otherwise the price can be set to zero.

  6. Process Engine (Workflow):

    • Crucially, a workflow is attached to the catalog item to define the fulfillment process. This is what happens after the user submits the request.

Workflow (Demo)

The video demonstrates creating a workflow for the "ServiceNow Admin Training" item:

  1. Workflow Editor:

    • Access the Workflow Editor (search for "Workflow Editor" in the navigator).
    • Create a new workflow.
    • Specify the table: sc_req_item (Requested Item). This is essential – the workflow runs on the RITM record.

  2. Workflow Activities:

    • Approval - User: Adds an approval step. The demo sets the approver to "System Administrator."
    • Catalog Task: Creates a task (SCTASK) to be completed as part of fulfillment (e.g., "Schedule Training," "Provide Training Materials").

  3. Workflow Logic:

    • Connect the activities (Begin -> Approval -> Task -> End).
    • Conditions can be added (e.g., only require approval if the request is over a certain amount).

  4. Publish: Crucially, the workflow must be published to be active.

Request Fulfillment Process (Demo)

The video shows the end-to-end process:

  1. User Submits Request: The user goes to the Service Portal, finds the "ServiceNow Admin Training" item, fills out the variables, and submits the request.
  2. Request and RITM Creation: A Request (REQ) and Requested Item (RITM) are created.
  3. Approval: The workflow triggers an approval request to the System Administrator.
  4. Task Creation: Once approved, the workflow creates a Catalog Task (SCTASK).
  5. Task Completion: The assigned person completes the task (e.g., schedules the training).
  6. Request Fulfillment: Once all tasks are complete, the request is considered fulfilled.
  7. Closure: The RITM and REQ are closed.

Key Points and Best Practices

  • Workflow Association: Every catalog item must have a workflow to define the fulfillment process. Without a workflow, the request will just sit there.
  • Table Selection: When creating a workflow, ensure it's associated with the sc_req_item table.
  • Publish Workflow: Workflows must be published to be active.
  • Variable Order: Carefully consider the order of variables on the catalog item form.
  • Testing: Thoroughly test the catalog item and workflow to ensure it functions as expected.
  • User Experience: Design the Service Catalog to be user-friendly and intuitive.
  • Request vs. Incident: Always keep in mind that a request is for something new, while an incident is for something broken.
  • Default Workflow: ServiceNow comes with a default workflow, which can be used, or custom workflows can be created.

The video provides a good practical introduction to creating and managing service catalog items and their associated workflows in ServiceNow. It emphasizes the importance of the workflow in driving the fulfillment process.

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