Decision Tree - Idea, Demand, Project, Request & Change

[Tommaso2]

Hi all,

Our client asked us to provide them with a "Decision Tree" for Idea, Demand, Project, Request & Change.

Find attached an example that includes Problem and Incident given by them.

Do we have something similar produced by ServiceNow for the topics mentioned?

I looked into Now Create but I did not see it.

Many thanks,

Tommaso 

[Dr Atul G- LNG · Accepted solution]

Hi @Tommaso2 

Thanks for the clarification. Actually, there is a connection, but not in the way you described:

• Idea → Demand

• Idea → Project

• Demand → Project

• Project → Change (to release the implementation of the project)

• Request → Change

It's actually more like this:

Idea → Demand → Project → Request/Change (to release the implementation of the project)

The first three stages are part of the same process, so you need to look at the full flow.

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[Dr Atul G- LNG]

Hi @Tommaso2 

Something similar is not available out of the box (OOTB)—you’ll need to create it yourself.
But the key question is: where do you want to use it?
Since an incident itself is an issue, how would you differentiate between an incident and an issue?

You can review the IPC (Incident, Problem, Change) process flow and use it as a reference for defining and handling such distinctions.

[Tommaso2]

Hi,

thank you for your reply.

The reason is that the client is confused about "when I need this or that", so they asked this decision tree.

I imagine something as follows, can you please confirm?

Idea --> Demand

Idea --> Project

Demand --> Project

Project --> Change (to release the implementation of the project)

Request --> Change

Do you see any other connection?

Many thanks,

Tommaso

[Dr Atul G- LNG · Accepted solution]

Hi @Tommaso2 

Thanks for the clarification. Actually, there is a connection, but not in the way you described:

• Idea → Demand

• Idea → Project

• Demand → Project

• Project → Change (to release the implementation of the project)

• Request → Change

It's actually more like this:

Idea → Demand → Project → Request/Change (to release the implementation of the project)

The first three stages are part of the same process, so you need to look at the full flow.

---

[Tommaso2]

Hi,

Thanks!

What is still unclear to me is how Service Request is involved: based on your approach it should we used for the release (like a change), is that correct?

I imagine the Service Request to not be connected with change/release, it's only a request submitted from the portal and potentially a change can be created from the request if needed.

Can you please clarify this point? If you have other print screen it would be great.

Many thanks,

Tommaso