Replicating Jira Service desk workflow in ServiceNow

[IanGardner]

I am a new user to ServiceNow.  My organization is moving towards using SN for all customer requests.  Previously, we had been using Jira ServiceDesk with great success but I support our transition to a single tool.  My primary focus is supporting cloud provisioning for an enterprise.  Jira allows me to create a workflow on an Issue.  So the issue would go through a flow like Open->Tech Discovery->Architecture->Cost Estimation->Funding->Provisioning.

In Service Now Service Catalog, it seems I can create a Catalog Item that would have a workflow that would spawn additional tickets.  Completion of Tech Discover would spawn an architecture ticket, Completion of this ticket, would spawn cost estimation...etc.  Would this be the recommended implementation?  Would I still be able to share information between the tickets like the architecture step would create compute requirements needed by Cost estimation.

Is there a better solution to meet this need?  Something I have not yet taken the training on?  Thank you all.

[Bengineer]

You are correct. A service catalog item for this sort of workflow request is the best way to go. When ordering, the request would create a "requested item", which is the main container for tracking the request. Then, this requested item would have SC (service catalog) tasks that would be automatically created and assigned to the right people/teams.

> Would I still be able to share information between the tickets like the architecture step would create compute requirements needed by Cost estimation.

Yes. Based on inputs from one step, you could sync or pass information between other tasks.