How do we categorize and prioritise service requests ?

[Umesh G]

Hi Team, could you please help on this, thanks in advance.

Question:     

Service requests are identified, logged (by way of dedicated service desk tool). How should we can categorize and prioritise them based on business criticality and service agreements?

[Ankur Bawiskar]

@Umesh G 

it all depends on customer requirement.

Just like incident where there is category, priority etc there is nothing available OOTB on Service Catalog Request.

check this link

How do you prioritize and categorize different types of service requests? 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Hi @Umesh G 

As a BPC, this is a very common question that comes up during discussions with clients. To be frank, there is no straightforward, out-of-the-box (OOTB) approach that ServiceNow provides for this. There are OOTB Priority fields along with Impact and Urgency in REQ and RITM, which can be used in a similar way to Incidents. However, there is no built-in logic to determine the priority automatically.

This means that priority must be set based on the type or nature of the request item, and custom logic needs to be built around it. For example, a password reset request is OOTB set to P4, but you can configure logic or flows to change it to P1 if the requester is a VIP, or to a higher priority based on specific conditions.

In short, the system provides the features, but they must be configured according to your business needs.