Request Fulfillment questions

joe-tgs
Kilo Contributor

‎04-30-2017 03:52 PM

I'm fairly new to ServiceNow and don't have any experience with Request Fulfillment and Service Catalog in ServiceNow. Here are my questions:

1) Concerning Request Fulfillment:  

a. I don't see a separate Request Fulfillment module in ServiceNow, why not?

b. Didn't SNOW used to have a separate Request Fulfillment module? Was it discontinued?  

c. Is there no Request Fulfillment module because SNOW wants people use Incident Mgmt for both Incidents and Service Requests?

d. Or Is there no Request Fulfillment module because ServiceNow buckets Request Fulfillment within Service Catalog because it's the same workflow? If the answer is yes, then can you create a separate process called "Request Fulfillment" as distinct from a "Service Catalog'? My company may want to do this in order to keep the following things as "Service Requests" that the NOC/TOC does rather than have them in items in the Service Catalog:

  • Requests to do a scan
  • Requests to do a back-up
  • Requests to gain access to systems or tools
  • Requests to get a copy of a firewall configuration
  • Requests for information (e.g., an architect wants information about a customer's environment from a engineer)

Thank you for your help!

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Mujtaba Amin Bh
Mega Guru

‎05-02-2017 03:02 AM

Whatever you have said in point d. is close to how ServiceNow realizes Request fulfillment. You can create catalog items for each of your requirements.