ServiceNow Definitions

[CourtneyG]

Does anyone know of a resource that would provide the definition of the different ticket types? Such as Incident, HR Case, Request, Demand, CMDB, etc. We have so many types and some of our back-end users are getting a bit confused but I cannot find a good definition list for the types within ServiceNow.

[Akash4 · Accepted solution]

Hello,

There is no one place of description for these ticket types yet! But you can build one that suits your users. You can start with these points and extend as intended.

1. Incident, Problem, Change, Problem - ITSM Tickets, each has its own definition of use.

1.1 Incident - An unplanned interruption to a service, reduction in the quality of a service, or failure of a configuration item (CI) that hasn’t yet impacted service.

1.2 Change Request - A request to make a modification to infrastructure, applications, or systems, typically as part of planned maintenance or to resolve an issue.

1.3 etc.

2. Service Requests - Universal usage across all products, can have two ways - one standard catalog with request, requested item and service catalog tasks, the other is - record producers which create Incident or HR Cases in backend.

2.1 Request, RITM - A formal request from a user for something to be provided. These are typically requests for access to applications, hardware, or services.

2.2 Record Producer - 

etc.

3. HR Case - These are tickets used under HRSD App Scope which are raised from HR Services or HR Record Producers

Example - An employee asking about their vacation balance or submitting a request for a job transfer.

4. Demand, Idea - These are part of SPM (older ITBM) constituting for budget approvals and project managements.

4.1 Demand - A formal request to initiate work on new projects, products, or large initiatives that require budgeting, resources, or alignment with business goals.

Example 4.1 - A new software system request that requires budget approval and resource allocation.

5. CIs - Part of CMDB contributing to ITSM Apps & ITOM Operations

These are objects tracked in the CMDB (Configuration Management Database) that need to be managed to deliver IT services. CIs include software, hardware, and network assets.

etc.

Wishing you the best!

[CourtneyG]

This is great, thank you so much!