Service Request Vs Catalog Request

[swamiinheaven]

Since service request(Requesting for Info\Data Load\Report etc)\catalog request(Requesting for Access\Requesting for Hardware) are two different things,i think we should not be using Service Catalog to raise Service requests.

Does service-now provides any solution for this ?

Why do some one has to have RITM s and Tasks when they are requesting for an Info.

Or in case of Service Request, can we raise only the Request and opt out to raise Items and tasks ?

[michelregueiro]

Hi, fully agree with Mark's comments. We have also seen customers trying to achieve the handling of non-standardized requests in the Request object with no luck. A good approach is to define catalog items for standardized changes (basically industrialized) for which the workflow is known from A to Z (if not, then it's a Normal Change). For any service request that is not standardized (a RFI could take a lot of different routes depending on the topic) we propose to use the Incident object, with a Categorization to distinguish Service Requests and Failures.

Another point to take into consideration: the sequence. In case you use 2 objects, you might face the following issue: customers might raise a RFI but in reality, after investigation, it appears it's a failure (incident). Or the other way around (which happens more 🙂 customers raise what is seen as a "bug" but in reality it's a RFI. Using 2 objects makes the handling of such situations complex. Using one object (incident) simplifies very much this, as it is "only" a matter of changing the Category.