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.

[BrianNuernberg]

@JR Laprime Would you be comfortable posting an example of your enhancement request item?    WSondering if you have a general IT item or tailored to specific applications and the types of questions you are asking? 

[Josh Pirozzi]

Hi @Blue,

We've had the SPM & Agile modules set for a couple of years and it's something we're still ironing the processes / determinations out. What we've put in place so far:

• Directing our team members to the Idea portal to submit their initial request. 
  • Based on a recent demo of SPM Pro that ServiceNow is directing toward the use of Demands as the initial gateway (replacing the Idea Portal), but we still have ours active.
• From the initial Idea, our BRM team will assess each entry to determine if it is something that will happen and what type of record the Idea should become. 
  • Demand:
    • Larger projects (t-shirt size higher than a Small)
    • Potentially requiring multiple team involvement.
  • Enhancement:
    • Smaller Projects (t-shirt sizes Extra Small and Small)
    • Typically an adjustment or modification to an application as opposed to KTLO related items.
  • Request / RITM:
    • KTLO Requests (IE: I need new access to an application)

Hope this helps!

Josh Pirozzi

[Blue]

Josh, thanks for the feedback. Question, this seems to put everything under the PMO bucket, do you not have a Service Management Office for ITIL processes?

[BrianNuernberg]

I agree with this breakdown..I've always approached with this basic definition:

Demands (PMO Managed): Projects and net new work efforts (new systems, major upgrades, etc)

Enhancements (Application Team Managed): Changes to existing applications that are small and medium (new buttons, workflows)

Requests (Application Team Managed): Operational work (Address change, new department)

[Diane22]

Wondering how others balance ITSM -vs- SPM -vs- Agile -vs- CIM as well ...