Requested Item & Catalog Task Workflow

[Blue]

Hello all,

Question. With the way ServiceNow provides guidance regarding REQ/RITM and SCTASKS the RITM is the item that is requested by the customer with the SCTASK being where the work is done. We have implemented our platform where the SCTASK is assigned to the appropriate assignment group. However, we have not assigned RITMs to assignment groups. How have most of you handled the RITM and assignment of it?

How do you deal with a RITM that has multiple tasks assigned to multiple teams fulfilling the work if the RITM is assigned to someone?

[Ankur Bawiskar]

@Blue 

Usually RITMs are not assigned to anyone as no one will be actually working on them.

It's the catalog tasks where the actual work happens

It's just that you need to ensure the catalog task closure is synced to RITM and then to REQ.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ralph Hand]

Whichever group is responsible for the overall request should be assigned to the RITM.  If the request is for a new server then the server team gets the ritm so they can manage overall performance.  Each task would go to whichever team needs to complete the task.   Someone needs to be responsible for monitoring the performance of the workflow and ensuring that it is meeting business needs overall.   That is rarely the service management team, if it is blank then it should go to the service management team.

[RitaS]

Same here. We don't really look at or report on the fields in the RITM, just the SCTASK fields. So it's not important to us that they get populated.

[Louis28]

Hi @Blue ,

With the RITM being the order for the service and the SC Task(s) being the activities needed to deliver the service, there may be instances where SC Tasks for a single RITM are assigned to a collection of service fulfillment teams. Some organizations have implemented an approach where the RITM does not have an Assignment Group nor Assigned to. While this is the most simple approach to implement, it lacks having a single group or point of contact for the customer to escalate the service to beyond the Service Desk functional team. If your organization has a Service Desk is responsible with following up with the various fulfillment teams, this may be the approach to take.
In other scenarios, it may be best to have a designated team that manages or supports the service assigned to the RITM. In this case, the RITM's Assignment group would be populated with the service / service offering's Managed by group or Support Group. By doing so there is a clear indication of which team should be contacted for questions and escalations about the individual RITM that was ordered. That group can then conduct the review of the delivery of their service and check in with any of the fulfillment teams that are assigned at the SC Task level. This approach does require having a clear indication of which group ultimately owns the service.

- Lou