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?

[DChandlerKy]

For us - 
We have "suppressed" the REQ as it does nothing but confuse everyone in our environment. 
The RITM is assigned to the Assignment Group (only), and it's the group that is either the owner for that particular catalog item, or shepherds the fulfillment for the larger/complex requests. 
The Catalog Task is assigned to both a group and an individual as that is where the true fulfillment activities happen. 

As an example - Access Requests. Depending on what is requested, it is possible that may teams may be assigned a catalog task to fulfill the request. However, our Identity and Access Management (IAM) team owns that request. So the RITM would be assigned to the IAM group, but based on what access is requested, IAM and other groups will be assigned their own catalog task. 

Hope that helps!

Diana

[Zach N]

I've seen organizations handle this process differently, and a lot of it depends on how you operate. In general, the Request (REQ) is the overall order that the user placed, the Requested Item (RITM) are the individual items ordered, and the Catalog Tasks (SCTASK) represent the work that needs to be completed to fulfill the Item.

In all the organizations I've worked for, the Request (REQ) is almost always ignored. Typically users are only requesting a single item at a time, and Requests are more useful for "cart" fulfillment experiences, and not requesting individual services (no cost associated with the item).

As for the RITM and SCTASK records, I've seen it used in a few different ways:

One method is to only create and assign Catalog Tasks if there are multiple fulfillment teams, or all work associated with the item is automated via a flow, otherwise you can assign the RITM directly to the single fulfillment team, and reduce some of the "record fatigue" that can occur by creating redundant Catalog Tasks (For example, I worked for a company that required an SCTASK for all requests, even if there was no workflow automation or other fulfillment groups, basically making the SCTASK a duplicate of the RITM record and requiring a flow for all catalog items).

Alternatively, since the RITM is the user facing record (all communication around the request is handled at this level), you can assign it to the primary service owner or Service Desk. If you are familiar with CSM, this basically means that the RITM acts as the Case record, where a single team is responsible for overseeing the entire fulfillment of the item, and other teams can focus on completing their individual tasks without having to focus on communication back to the end-user. I prefer this method, but it does require some organizational maturity, identified service owners for each request, and well established flows.

Hope that provides some insight!