RFC vs. Change Request

[Niels Aksel]

Hello,

Does ServiceNow support a request for change (RFC) process - in addition to our change process?

We are receiving many requests from our business regarding product enhancements and smaller changes which would support their daily work. We are new on ServiceNow, and previously we have had these RFC requests tracked separately from the change management application.

The process

A business user submits a RFC. Once the RFC has been reviewed by IT, prioritized by the business themselves (there are many and they need to be prioritized)) and approved by the business as something IT should spent time on implementing, the RFC's are promoted to a change request and tracked in the change management application. Multiple RFC's could be solved by a single change and therefore this is a many-to-one relationship

We would like to avoid customization and instead understand how ServiceNow supports the RFC process

[adityaghosh]

In lay mans language, a transition of ticket is as

Request -> Incident -> Problem -> Change

e.g. I can access emails, so I raise a Request/Issue, similar many users cant access emails and this issue is clubbed into Incident as the RC is not known. The analyst works on it

and finds an issue with exchange server, hence raises an Problem. The Problem transit into KE, now on investigation they find a patch needs to be installed on server,

so they raise an Change. the initial status of the ticket will be RFC, on review by concerned authority this RFC status will change to New/Open, provided the SL/OL find it genuine. CAB if involved will approve this change implementation time.

So, in a nut shell RFC is just an status and SNOW OTB dose not have this. Since the SLA and process of RFC varies from organization to organization.

Hope, you got some clarity from ITIL & SNOW perspective.

you can create this status and its SLA, process implemented via various WFs, Events, BR etc

[Dominik Simunek]

Hi Niels,

Just small inspiration - maybe you can check Agile Development that allows to track enhancement requests. Other app you can check is Demand Management which I do not have direct experience with but as far as I know it allows you to track such requests and create a projects or maybe changes out of it.

Best regards,

Dominik

[Niels Aksel]

Thanks guys,

I will review the Agile Development and Demand Management applications