ITSM - Change & Service Request functional definitions

[Tommaso2]

Hi all,

For change and request, can you please share with me:

- When and why are they created? (e.g. why I should open a change/request rather than a demand or project?)

Can you please share examples?

- Who creates change request? Can you please provide a functional explanation and share examples?

Many thanks,

Tommaso 

[J Siva · Accepted solution]

Hi @Tommaso2 
Change and Request Management fall under ITSM, whereas Demand and Project Management are part of Portfolio Management. These two should not be compared, as ITSM and Portfolio Management serve different purposes.

I would recommend reviewing the basic ITIL processes to gain a better understanding of ITSM.

Service requests vs Change requests

Service request: A formal request from a user for something to be provided — typically a standard service or item.

Example: (from Copilot)

Imagine you're shopping online:

• You want a new phone or access to Netflix.
• You go to the website, choose what you want, and place an order.
• The system processes it and delivers it to you.

In ServiceNow, a Service Request is just like that:

• You ask for something you need (like a laptop, software, or access).
• It’s usually simple, quick, and low risk.
• It follows a standard process to get it done.

Change request: A process to manage changes to IT systems and services in a controlled manner to minimize risk.

Example: (from Copilot)

Now imagine you want to renovate your kitchen:

• You need to plan carefully.
• Think about the impact (can you still cook?).
• Get approvals (from your family or building society).
• Hire professionals to do the work safely.

In ServiceNow, Change Management is like that:

• It’s used when something in the IT system needs to be changed or upgraded.
• It involves planning, risk checks, and approvals.
• It’s done to avoid breaking anything important.

Regards,
Siva

[Mark Manders]

https://www.servicenow.com/community/spm-forum/spm-demand-and-project-functional-definitions/td-p/32...