Looking for Module Recommendation: Reviewing Application Design

[KarrieDash]

I am looking for ServiceNow Module recommendations that we could use to implement/replace the following business workflow.

We are currently using a custom setup using Requested Items as the foundation, but it has required too much customization to display and link information.

Current ServiceNow Structure

1. Parent: A custom record/ticket type, called SOL
   1. Child: Requested Item (RITM) #1
   2. Child: Requested Item (RITM) #2

Problem with the Current Structure

• Project Teams are confused about the structure (listed above). The RITM is not obvious to them, they focus on the Parent SOL record type.

Here is an overview of our business workflow:

Goals 

• Ensure that proposed solution and/or changes for aligns with technical standards & compliance requirements 
• Collect, store, reference solution information 
• EA team wants to link/group the RITMs together so users can see previous RITMs for a solution & to eliminate the need to type repetitive information that is collected in the Parent SOL record type.

Workflow Steps 

1. Create & submit a solution for review 
   1. Owner: Project Team 
   2. Purpose: Provide information about the proposed Solution and changes to EA 
2. Review the information & artifacts submitted 
   1. Owner: Solution Review Team 
   2. Purpose: Conduct a quality assurance review of the information for completeness and accuracy before it is reviewed by Technical Stakeholders, Business Stakeholders, and the Chief Architect. 
3. Perform Technical & Business Review 
   1. Owner: Technical & Business Stakeholders 
   2. Purpose: Review to identify concerns regarding the proposed changes to provide input and feedback. Document technical debt concerns that may require future action. 
   3. Outputs: Comments, action items, decision 
4. Perform Chief Architect Review 
   1. Owner: Chief Architect 
   2. Purpose: Review to identify concerns regarding the proposed changes to provide input and feedback. Document technical debt concerns that may require future action. 
   3. Outputs: Comments, action items, decision 
5. Update the EA repository 
   1. Owner: Solution Review Team 
   2. Purpose: Update repository based on the approved changes 

Critical ServiceNow Requirements Needed

• Action Items 
• Linking related reviews to a solution together 
• Multiple groups approvals 
• Relaying status to Project Teams 
• Allow Project Team to provide information across multiple sessions 
• Issue: Project Teams don’t know they need to submit the ticket for the next step 

Data Utilized or Created 

• Business Applications 
  • Including: SDLC Components 
• Artifacts 
  • Future: Ins-Pi
• Solution & Changes 
• Digital Interfaces 

Organization & Definitions 

• Solution
  • A proposed technical approach to address a business problem, combining new and existing IT components 
• Solution Record
  • Current configured as a "ticket" in ServiceNow that acts as a record, like of how a Business Application is a "record" of an application
• Solution Review 
  • A request for a review of the proposed solution
  • AKA: “Phase” of version of an Solution
  • A set of proposed changes, modifications or enhancements to a solution 
  • Each phase builds upon the previous one, allowing for continuous improvement and adaptation of the solution over time 
• 1 solution can have multiple business applications  
• 1 solution can have multiple Solution Reviews 
• 1 Solution Reviews can only belong to 1 solution 

[SupriyaWaghmode]

Hello @KarrieDash ,

Look like your looking for different way link the RITM list with your main SOL record.

You can create custom field with type list which contain RITM details. If your use case just link RITM with your SOL record.

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Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

www.linkedin.com/in/supriya-waghmode

[mcastoe]

Your solution request sounds very much like Demand though you have some requirements that Demand does no fulfill out of the box.