Process User Training: Request Management
This is the third blog in a multi-part series on our customizable ITSM Process User training. The first blog in the series covered the Process User Incident Management training and the second blog covered the Process User Problem Management training. Ensuring that process users are fully trained is critical to the success of your business. The training we create is customized according to your specific implementation of a ServiceNow application and can be delivered in many formats, matching your enablement strategy. This training is available On Demand on Now Learning as non-individualized learning experiences but can also be customized and delivered to your specifications.
Request Management on the Now Platform
Request Management delivers employee self‑service through a published catalog of services, automated workflows, and service level agreements. Mobile capabilities give employees the freedom to request services anytime, from any device—and get automated status updates to ensure expectations are met. The ServiceNow Request Management application helps you to deliver a consumer-style experience through a familiar, easy-to-use shopping cart checkout interface from any device, improve service quality by removing manual tasks and fulfillment delays with automated workflows and approvals and increase end-user satisfaction by keeping them informed with status updates and notifications about their requests.
This path and all courses within are targeted to the process user. Complete this series of courses to learn how to use the Now Platform to fulfill requests for goods and services. These courses describe and demonstrate how the service agent supports a requester using an out-of-the-box Now Platform configuration.
In these courses, you will learn to navigate the request, requested item, and catalog task hierarchy; use four methods to create a request; understand approvals and how they are acquired and managed; locate outstanding requests and manage the fulfillment process.
These courses demonstrate Process User procedures performed on an out-of-box configuration of the Now Platform with little to no custom configuration. Your actual platform configuration will vary with the needs of your organization.
This course introduces the Request Management stakeholders, who are notified of work throughout the request lifecycle, from initial request through fulfillment. Also addressed are the record hierarchy, and how to generate a request from the Service Portal and from the Now Platform application. Upon completion of this course you will be able to describe two ways to access the Service Catalog, state two goals of Request Management, and identify the four stages of the Request Management lifecycle.
Complete this course to learn how requests are submitted by the end-user or by the service agent on behalf of the requester. When complete you will be able to identify the purpose of an Order Guide and where one can be found, explain the advantage of an order bundle and identify who can create a bundle, and list the methods by which a service agent can create a new request record.
This course teaches the purpose, process, and typical options available for request approval. The course demonstrates how approvals may be done on an out-of-the-box configuration of the Now Platform, including notifications, and how approvers may access the required records. You will learn how to state the purpose of formal approvals in the Request Management lifecycle, describe two possible approval workflows, and identify 3 methods by which an approver can take action.
Request Management: Fulfillment
During the fulfillment stage of Request Management, tasks are completed to fulfill orders. This course describes and demonstrates how the fulfillment workflow is initiated and managed, depending on the platform configuration. Upon completion of this course you will know how to view the task workflow for a given request record, describe how the workflow legend identifies states of a task, create a catalog task manually, and navigate parent/child task records.
A request record can be closed when each item within the order has been fulfilled. This lesson addresses the criteria required for closure of a request. This course teaches you how to identify the activities required during this stage of the Request Management lifecycle, describe the order of events when closing a record in the request record hierarchy, and identify the State of a closed request
What’s Next?
Training packages scale from a small group of process users or internal trainers to thousands of process users spread across the globe. Training is delivered via various formats including in‑person, virtual, on‑demand, and train‑the‑trainer. To receive information on tailoring this training to your needs please contact trainingae@servicenow.com.
