Business Requirement Template ITSM- Part 1(Incident Management)

[Dhruv Gupta1]

Requirement gathering during the kickoff meeting is and will always be a crucial step. Since it’s a stepping-stone for any implementation, it’s crucial that it should not be messed up and it must go in a smooth way.

I am attaching the business requirement-gathering template that I have been using for collecting the requirement for Incident Management. This is an excel file having multiple sheets each containing a specific topic. The topics included are as follows:

• Incident forms
• Additional Requirement
• Choice Fields
• Tasks
• Notifications
• State Propagation Matrix
• SLA
• Roles & Priviledge
• Priority Matrix
• Plugin
• Reporting

Each sheet has what we get OOB and some of the best practices (based on my experience).

REQUEST:

If you find the article helpful, please mark article as helpful and since it has lot's of useful links do remember to bookmark this article.

In case you need any help, please do connect with me. It will be my pleasure to help you.

 Happy Learning Guys!!!

----->Dhruv Gupta

[Aditya26]

Thnx buddy 🙂

[rbs77]

Excellent Stuff!  Do you have similar for SAM or HAM?  Thanks!

[Muneer Baig]

Thank you, this is great

[Claire5]

These are great does anyone have Knowledge or HR module.

Thanks for any info you could provide.

[Hiren Patoliya1]

Thanks a ton Dhruv

[ARP3]

Hi Dhruv,

Would you have similar one for starting with a custom application in ServiceNow.

Thanks,

ARP

[Lekhnath1]

This is perfect and helpfull

[Vinayak Kashyap]

Thanks Dhruv 

[Deb13]

Is there a business requirement template for requests?  

[Sai 7]

Hi Dhruv, Would you have a similar one for the problem and change management.

[Chris Shakespea]

There is a requirements template on Now Create for Requests (in word or Excel dependent on preference) https://learning.servicenow.com/nowcreate?id=nc_asset&asset_id=e0511196875b5d9071a687f7dabb3564

[Neshwanth Reddy]

how to add a choice list in the Incident onhold reason sub-field of awaiting vendor?

[Shilpi kumari]

Thank YOu 🙂

[Koti999]

Do we have any other related docs for change, knowledge, service request and integrations please..

[BillMartin]

Hi @Koti999 ,

if you have access to nowcreate, you can find the framework there like ServiceNow out-of-the-box personas/processes per module.

https://nowlearning.servicenow.com/nowcreate

Please mark it as helpful and accept the solution if you find it lucrative.

Thanks,

Bill

[balvinders20608]

Where can i find the FRS for the other processes, like PM, CM , RM, KM is there any centralised place where we can download the FRS for the different processes please ?

[BillMartin]

Hi @balvinders20608 ,

you can use the same link mentioned above. However, you only will have access if you are a partner of ServiceNow.

Please mark it as helpful and accept the solution if you find it lucrative.

Thanks,

Bill

[cnerber]

This is exactly what I needed! Thank you for sharing the details. 

[NadeeshR]

Do you have for Security Incident Response ?

[EzekiahP]

Can anyone help me.with the Functional requirements document for service now ItSm integration with CSM for Xanadu as a pdf or word which his all the functional requirements