Development Process Questions

[dc20]

Greetings.

I'm trying to get ideas on what others are doing when it comes to their ServiceNow Developer team work intake process.

In the past, we had Service Requests that customers would submit when they wanted something developed within ServiceNow. Those requests of course had a Flow and TASKs for different phases of our development process such as consult, develop, peer review, uat, release, that our developers would take action on.

We have recently moved to an Agile process model using Agile 2.0, however we still utilize RITMs for users to submit requests and those will spawn Enhancements/Stories so we basically replaced RITMs/TASKs with RITMs/Enhancements/Stories.

How do your customers submit requests for development work?

What do your developers work on for each phase?  If it's user stories, is it one story for all phases or different stories for consult, development, peer review, uat, etc?

[Dr Atul G- LNG]

Hi @dc20 

I worked in same case, as per me, as the requirement are coming on daily basis, like operation work , so agile is not a direct and good way to use. 

In this case RITM is best way.

Why not agile

- Agile mainly used when we can product backlog already and client know what they need in next quarter / months/ years.

- In agile , we create sprints and story point , where daily RITM are coming and tough to decide story point for 1 sprint.

If you want to use Agile

- First change the process

Lets user raised the enhancement in Story way

- Set up regular meeting to go through netx sprint stories

- Assign the dev lead and scrum master to follow the ceremonies.

I can say, if you start , initial 2 months you may struggle but later it will sort out and easy.