Hi everyone,
For historical reasons, we have a custom Request for Change table for small business-requested changes and continuous improvements. Examples include small application changes, dashboard updates, UI policies, new support groups, and similar improvements across ServiceNow, ERP, HR, Microsoft, etc.
Business users submit these through Employee Center using Record Producers. We have around 200 Record Producers, so this is a high-volume process
The custom Request for Change serves as the business-facing request and backlog record. Once approved by the Product Manager, it is added to the backlog. When implementation starts, it is linked to a Change Request for Change Enablement
For larger initiatives, we use Demand Management in SPM, potentially leading to a Project. This question is specifically about smaller changes that do not require that level of governance
We would now like to retire the custom table and move closer to ServiceNow standard
How are others handling this?
- Do you create a Change Request directly from the business request?
- Do you use a Requested Item as the request/backlog record and create a Change Request when implementation starts?
- Do you use another standard ServiceNow record?
I would be very interested to hear how others have approached this, particularly in environments with a high volume of small business changes
