Eleven Best Practices for ServiceNow Request Management

[BillMartin]

ServiceNow Request Management is a powerful tool that streamlines the way organizations handle service requests, ensuring efficiency, transparency, and satisfaction for end-users and stakeholders. However, its effectiveness depends on how well the platform is configured, managed, and utilized. Below are the best practices to maximize the potential of ServiceNow Request Management.

1. Clearly Define Service Offerings

Before implementing request management, it’s crucial to identify and define the services your organization provides. A well-defined service catalog should be comprehensive yet straightforward, group services into logical categories for easy navigation, and use clear, jargon-free language to describe each service. For example, instead of "Request IT Equipment," use "Request a Laptop or Accessories."

2. Standardize and Simplify Forms

Overly complex request forms can deter users and increase error rates. Use dynamic fields to display only relevant options based on previous selections, pre-fill information where possible, and minimize the number of mandatory fields to reduce friction during submission.

3. Enable Automated Approvals

Manual approval processes can lead to bottlenecks. Use ServiceNow's workflow capabilities to automate approvals. Set up auto-approvals for low-risk or routine requests, define approval hierarchies for high-impact or cost-intensive requests, and integrate with email notifications to keep approvers informed and responsive.

4. Optimize Workflow Design

Efficient workflows are the backbone of effective request management. Use ServiceNow's drag-and-drop Workflow Editor to create intuitive, efficient workflows, regularly review and optimize workflows to eliminate unnecessary steps, and leverage conditional logic to route requests appropriately based on predefined criteria.

5. Leverage Knowledge Management

Equip users with relevant knowledge to reduce unnecessary service requests. Integrate your ServiceNow Knowledge Base with Request Management to display related articles directly in the service catalog, encourage users to self-service before submitting requests, and update the knowledge base regularly to ensure relevance and accuracy.

6. Track Metrics and Analyze Data

Use ServiceNow’s reporting and analytics features to monitor the performance of your request management processes. Key metrics include request volume to identify trends and spikes, approval time to evaluate workflows, and fulfillment time to measure completion times and identify delays.

7. Ensure Mobile Accessibility

Modern users expect to submit and track requests on the go. Ensure your ServiceNow implementation supports responsive design for mobile devices, provides a dedicated app for mobile request submission and tracking, and enables push notifications for status updates.

8. Provide Continuous Training

Even the most well-designed system requires knowledgeable users. Regularly train your staff and end-users on navigating the service catalog, submitting and managing requests, and approving and fulfilling requests using ServiceNow.

9. Focus on User Experience (UX)

Request Management is ultimately a user-facing process. A seamless UX can improve adoption and satisfaction. Test the system with a small group of users before rolling it out organization-wide, gather feedback to make iterative improvements, and conduct usability testing to ensure the interface is intuitive and accessible.

10. Establish Governance and Policies

Without clear policies, even the best systems can falter. Define governance rules, such as who can request certain services, how approvals are escalated if delayed, and compliance requirements for sensitive or regulated requests.

11. Use Integration Capabilities

ServiceNow’s integration capabilities allow for a holistic approach to request management. Connect ServiceNow with third-party tools like Slack or Microsoft Teams for communication, financial systems to manage cost approvals, and HR systems for employee-specific service requests.

Conclusion

ServiceNow Request Management is a versatile tool that can transform how your organization handles service requests. By following these best practices, you can create a streamlined, efficient, and user-friendly process that not only meets business needs but also enhances user satisfaction. Regularly review and adapt your implementation to ensure it evolves alongside your organization's goals and technological advancements.

Learn More

Want to delve deeper into ServiceNow best practices? Check out my YouTube channel  for detailed tutorials on ServiceNow configurations, workflows, and more.

Let me know if you need further adjustments or additions!

[Jessica_Lace]

Can you provide any more information related to best practices around asking for approval on the Request vs. the RITM? 

[BillMartin]

Hi @Jessica_Lace ,

Sure, happy to clarify!

Best practice generally recommends placing approvals at the RITM (Requested Item) level rather than at the Request (REQ) level, unless there's a specific business need to consolidate approval at the overall request. This approach offers better flexibility and granularity, especially when:

• Each RITM has different fulfillment paths or approvers.

• Some items in the request may require approval while others don’t.

• You want to enable partial fulfillment based on approval status.

That said, approving at the Request level can make sense if:

• The entire request should be treated as a single unit.

• A single approval decision covers all requested items.

It really comes down to how your organization handles fulfillment and decision-making processes. Let me know your use case and I can suggest what fits best.