Demand vs Enhancement vs Request - What is the boundary between each one

[Blue]

Hell,

I am reaching out to learn from other health systems who have implemented the SPM, Agile 2.0 and ITSM modules in ServiceNow.

How did you establish clarity for your service owners of when to use Demand vs Enhancement vs Requests/Requested Items?

We will be going live later this year with SPM & Agile along with a rebuild of ITSM and I am looking for clear definitions of when to use each one.

[JR Laprime]

It would depend upon the size, scope, and impact of their work.  Large, capital planned efforts (such as our wireless access point modernization efforts) which are preplanned, approved capital efforts that will be hospital-wide impacting and take significant time from the network team are tracked as Run Projects so we can monitor and control scope, schedule, resources, and budget.  However, there is a lot of work performed by these teams that may better be suited as Service Requests and/or Enhancements.

[Ralph Hand]

Where does the CSI register fit into this equation?

[JR Laprime]

If you are referring to Continual Service Improvement, I don't believe we have adopted these tools as of yet.  As this function would align with our newly formed Service Management Office (SMO), this may be functionality in their roadmap for future adoption.

In the meantime, our process improvement efforts have been tracked as projects and/or through agile work artifacts.

[Blue]

JR, I would like to learn more about how you structured you newly formed SMO? 

[Blue]

@JR Laprime , in your org would a Firewall rule change be a Demand or Request that the infrastructure teams would own fulfillment of as an example?