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04-26-2024 11:19 PM
Hello Team,
Can anyone help to understand what is OOB Request Management Process and how it works. I have to work on one of the requirement to establish OOB process in project.
Any help would be appreciated ASAP
Solved! Go to Solution.
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05-01-2024 10:37 PM
HI Sunit,
The OOB request management process in ServiceNow generally involves the following steps:
Request Submission: Users submit their requests through ServiceNow's self-service portal or other channels like email or chat.
Request Intake: Requests are received and logged into the ServiceNow system. This step may involve categorizing and prioritizing requests based on predefined criteria.
Assignment: Requests are assigned to the appropriate individuals or teams responsible for fulfilling them. This assignment can be based on factors like skillset, workload, or urgency.
Work Fulfillment: Assigned individuals or teams work on fulfilling the requests according to defined processes and procedures. This may involve various tasks, approvals, and interactions with requesters.
Tracking and Monitoring: Throughout the request lifecycle, ServiceNow allows for tracking and monitoring of progress. This includes status updates, notifications to stakeholders, and escalation procedures if needed.
Resolution and Closure: Once the request is completed, it undergoes verification, validation, and closure. Requesters may be notified of the resolution, and relevant documentation or information may be updated in the system.
Reporting and Analysis: ServiceNow provides reporting and analytics capabilities to assess the efficiency and effectiveness of the request management process. This allows organizations to identify areas for improvement and make data-driven decisions.
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Priyanka
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05-01-2024 10:37 PM
HI Sunit,
The OOB request management process in ServiceNow generally involves the following steps:
Request Submission: Users submit their requests through ServiceNow's self-service portal or other channels like email or chat.
Request Intake: Requests are received and logged into the ServiceNow system. This step may involve categorizing and prioritizing requests based on predefined criteria.
Assignment: Requests are assigned to the appropriate individuals or teams responsible for fulfilling them. This assignment can be based on factors like skillset, workload, or urgency.
Work Fulfillment: Assigned individuals or teams work on fulfilling the requests according to defined processes and procedures. This may involve various tasks, approvals, and interactions with requesters.
Tracking and Monitoring: Throughout the request lifecycle, ServiceNow allows for tracking and monitoring of progress. This includes status updates, notifications to stakeholders, and escalation procedures if needed.
Resolution and Closure: Once the request is completed, it undergoes verification, validation, and closure. Requesters may be notified of the resolution, and relevant documentation or information may be updated in the system.
Reporting and Analysis: ServiceNow provides reporting and analytics capabilities to assess the efficiency and effectiveness of the request management process. This allows organizations to identify areas for improvement and make data-driven decisions.
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Priyanka
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05-10-2024 12:15 AM
@Community Alums Thanks for the input.
Additionally, can you please help me to understand how email can be used to raise a request in SNOW and how request is created in SNOW via email?
Regards,
Sunit
