Complex AES questionnaire

[mandysander]

I'm new to ServiceNow and am attempting to replicate a pretty complex process that needs to handle a wide range of use cases from "I have an idea" all the way to "I've identified the solution I want to buy/build and just need approval" and anything in between.

I have an idea about how to make this work logically, but I don't know if my developers will be able to technically implement it using AES.

The attached diagram explains what I'm hoping to accomplish. Rather than a simple request form that is submitted once and launches the rest of the workflow, it's meant to reflect an iterative information gathering process where information is provided as it becomes available and subsequent tasks are initiated as soon as the relevant information is known. As an example, I can assign a PM based on very little information, but I can't route to S&P until a buy vs. build decision has been made and I can't assign a Security Categorization until I know what type of data is involved, where the app will be hosted, etc.

I've got my fingers crossed that this will work, but would love some input from you all.

[Mark Manders]

First of all: I wouldn't like to be on your development team if you are thinking so little of them. Also look at how you explain something to them, to get them to understand what is needed. Anything can be build on ServiceNow, especially a task based process like you are describing. Give your team some credit (or get people with basic knowledge into your team, because no more than that is needed).

Secondly: ServiceNow has this process OOB. It's all part of SPM: from idea management to demand management to project managament and everything needed in between, including costs, resources, etc. Why trying to invent the wheel twice? It's easier to get your process into an existing module than to create it from scratch.

[mandysander]

Spoken like a true believer 🙂

Our implementation of ServiceNow is relatively immature and we don't yet have access to all of the modules. My developers are awesome, but are also new to ServiceNow (one of the reasons we're leaning towards App Engine). 

My question is more about the capability of the tool. Is it feasible to have a single intake form that can be returned to and updated multiple times during the lifetime of a request?

[Mark Manders]

Yes, you can do it like that, but it would make more sense to work with tasks that just update that record and move to the next stage.