Managing ServiceNow Demand

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10-30-2023 11:59 AM
Hi all,
I'm curious: how do you manage your ServiceNow demand, whether that's for new catalog items, enhancements to processes, altogether new functionality...all of the above? Do you have catalog items with the requisite variables for the information you need? Do you track how long it takes to complete different types of work, such as developing a new item or modifying something existing? Do you use ITBM/SPM idea and demand?
Thanks!
-Chuck
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07-12-2024 08:43 AM
This is older post but here is how I manage my teams demand
I have a record producer that creates Demand Records. Most people have come to expect if you are scheduling a meeting with me I should have a demand item already submitted. Newer requestors get grace the first time or two before I won't show up to a meeting unless the requestor is my boss, VP or Director. They get a little more leeway. If it's a quick question less, then 5-10Mins I don't require a demand. I review all the demand for an initial T-Shirt size between XS - XXL. XS, S, M fall under small enhancements and L, XL, XXL are Strategic Initiatives and prioritize by the governance team. Most of those are tracked as a project but not all.
For Small Enhancements - I meet with each of SME/Process Lead/Functional area every two weeks or at least try to but each group is a little unique. ex: HR, IT, EMPO, Marketing, Finance etc. We go through anything new that came in from/for their area that has been identified as a small enhancement. We approve and prioritize those items. I use SAFe agile framework because my brain needs a feature. So I use Epic, Features and Stories depending on how large of a small enhancement it is. Every story gets a feature but not every feature gets an Epic. Features become my release record for our change request
In Strategic Planning Workspace I have a filtered Portfolio plan for each team to help drag around the items for prioritization. I do wish it was a little more user friendly between the planning item and the demand items. That part is a bit annoying, but it does allow for easier prioritization.
While I want to get out of Just in Time story writing it's really hard with just one main person writing stories and 3 devs between our partner an my internal team. However, most of the time I am getting final approvals right before Sprint Planning. Hoping to hire a product owner/BA style resource this year or next to help because I just have WAYYYY to much demand to get through it all myself. Here is a snipit of my dashboard that helps me do my best to stay on top of it. However, it doesn't always happen. The number don't always match up if I have new demand I haven't t-shirt sized yet.