What is the recommended best practice for prioritising requests

[Chris_Wilkinson]

Hi,

This may seem like a odd question but is there a best practice solution for how to prioritise requests in ServiceNOW?

The situation I have is that we support a number of different business, they all have access to the same catalogue items but some companies expected a quicker delivery time for some of the requests than others. For example

• A laptop request for a new starter that joins in 3 weeks is a low priority, we have time to deal with it
• A laptop request for an existing employee who has lost his old laptop needs to be actioned immediately.

Currently there is no way to tell these two types of requests apart until someone picks up the ticket an starts working it.

I was wondering if there was a function to allow us to set a priority against a request item, maybe similar to incident but could be just a drop down field to choose the priority rather than a matrix.

Thanks

Chris

[bammar]

Ill give you some thoughts

Typically a WORK STOPPAGE should be higher Priority than something with a workaround or something that does not have a work stoppage.

In itil The user can pick the Urgency to them. IT/support picks the IMPACT to the orgnazation and that formula yeilds a Priority- you can sort on the priority.

Other considerations - VIP users- Directors, Board of Directors Legal - you may decide regardless these are priority above all else.

Standards- You may decide that a large swath or subcat of incidents is High prio- Like employee laptops not functioning any more and the system can apply those high prio automatically.

Everyone is always going to say their issue is the end of the world and Urgency is high but here is a difference between a user that cant load ADOBE and Outlook mail server no longer working. Also sometimes as long as your engaged with a user that counts as some issues cant be resolved immedaitly.

Also the order incidents are recieved is important when it comes to fairness so for every set URGENT prio, HIGH, Medium, Low work them in the order they are recieved and decide and make a policy for subsets in between like URGENT Outage needs to be worked on even before a VIP browser popup issue....

[Alp Utku · Accepted solution]

Hello Chris, 

As the best practise ticket fullfillers (the people who have itil access on ServiceNow) have to determine the priority of the requests. If you would people (end users) to select priority of their request, most likely they will go with the "intimidate / very urgent etc" option. That's why It is not suggested to let end users to select priority.

You can define SLAs for request types accordingly upon the discussion with your team / department lead for reporting purposes. For example,

• If It is Onboarding Request, It should be completed within 10 business days and you can define SLA accordingly
• If It is Loaner Laptop Request, It should be completed within 2 business days and you can define SLA accordingly

You can check the below link for SLA definitions accordingly.

https://docs.servicenow.com/bundle/paris-it-service-management/page/product/service-level-management...