Implementation user stories

pranjalsrvs · 3 weeks ago

Hello everyone,

Want to implement some user stories in ITSM, if anyone have any use case for OOTB capabilities in ServiceNow please share with me.

Looking for positive response

Thank you

Regards

Pranjal Srivastava

Hemanth M1 · 3 weeks ago

Hi @pranjalsrvs ,

Go here and download stories for ITSM product : These are basically nowCreate assets.

https://learning.servicenow.com/nowcreate/en/pages/nc-search?id=search&spa=1&q=itsm%20stories&disabl...

Use your community email id and password.

Hope it helps if so,

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

Dr Atul G- LNG · 3 weeks ago

Hi @pranjalsrvs

Being a BPC, I can say Now Create is my bread and butter every day. Now Create provides exactly what you’re looking for. I’ve used Now Create for running workshops, where you can get process decks, process documents, and starter stories.

To use it, navigate to Now Create → Assets, type the module name, and you can access all related resources there.

https://youtu.be/QyvYXRFdXEg

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

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Dr. Atul G. - Learn N Grow Together
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Me Being Mustaq · 2 weeks ago

Hi @pranjalsrvs ,

Here are some realistic, high-impact user stories that leverage out-of-the-box (OOTB) ITSM capabilities in ServiceNow. These are great for showcasing value without heavy customization:

Incident Management User Stories

As a service desk agent, I want to automatically categorize and assign incidents based on keywords in the short description, so that I can reduce triage time.
As an end user, I want to receive real-time updates when my incident is assigned or resolved, so I stay informed without logging in.

As a user, I want to quickly submit incidents via a simple self-service portal with AI-assisted categorization and routing.
As an IT support agent, I want all incident priority SLAs automatically calculated and tracked to meet service goals.
As a manager, I want to view real-time dashboards of incident open counts and SLA breaches by category and group.

Service Catalog and Request Management

As an employee, I want to request a new laptop through a guided form, so I can avoid back-and-forth emails.
As a manager, I want to approve hardware/software requests from my team via email or mobile, so I can act quickly.
As a requester, I want to browse and order IT and business services from a catalog with multi-level approvals and automated fulfillment.
As a catalog manager, I want to analyze request fulfillment times and customer satisfaction ratings to improve offerings.
As an approver, I want simple approval tasks integrated in Teams/MS Outlook for quick response.

Change Management User Stories

As a change manager, I want to enforce CAB approval for high-risk changes, so we reduce service disruptions.
As a developer, I want to link my change request to a GitHub commit, so I can track deployments.
As a change manager, I want to enforce change approval workflows with automatic risk assessments based on configuration items.
As a user, I want to request standard changes with predefined templates & automated impact analysis.
As a change analyst, I want to track change tasks and automate notifications to keep stakeholders informed during change lifecycle.

Knowledge Management user stories

As a user, I want to search for solutions to common issues before raising a ticket, so I can resolve problems faster.

Problem Management User Stories

As a problem manager, I want to identify recurring incidents and create a problem record, so we can address root causes.
As an analyst, I want to extract known error records and publish knowledge articles to reduce incident volume.
As a manager, I want problem SLA breaches tracked and reported for timely resolution.

Virtual Agent User Stories

As an employee, I want to chat with a virtual agent to reset my password or check ticket status, so I don’t need to wait for support.

General ITSM Use Cases with OOTB Capabilities

Automated assignment of tickets based on skills, location, and workload balancing.
Integration with CMDB for asset and configuration item visibility in tickets.
Virtual Agent chatbot for conversational IT support, available 24x7.
Surveys and feedback collection post ticket resolution.
Mobile app support for ITSM agents to manage tickets on the go.
Out-of-the-box SLA & KPI tracking for IT services.

If it is helpful, please hit the thumbs button please mark the answer as correct based on the impact!!

Kind Regards,

Shaik Mohammed Mustaq

Implementation user stories

Hi @pranjalsrvs ,

Here are some realistic, high-impact user stories that leverage out-of-the-box (OOTB) ITSM capabilities in ServiceNow. These are great for showcasing value without heavy customization:

Incident Management User Stories

As a service desk agent, I want to automatically categorize and assign incidents based on keywords in the short description, so that I can reduce triage time.

As an end user, I want to receive real-time updates when my incident is assigned or resolved, so I stay informed without logging in.

As a user, I want to quickly submit incidents via a simple self-service portal with AI-assisted categorization and routing.

As an IT support agent, I want all incident priority SLAs automatically calculated and tracked to meet service goals.

As a manager, I want to view real-time dashboards of incident open counts and SLA breaches by category and group.

Service Catalog and Request Management

As an employee, I want to request a new laptop through a guided form, so I can avoid back-and-forth emails.

As a manager, I want to approve hardware/software requests from my team via email or mobile, so I can act quickly.

As a requester, I want to browse and order IT and business services from a catalog with multi-level approvals and automated fulfillment.

As a catalog manager, I want to analyze request fulfillment times and customer satisfaction ratings to improve offerings.

As an approver, I want simple approval tasks integrated in Teams/MS Outlook for quick response.

Change Management User Stories

As a change manager, I want to enforce CAB approval for high-risk changes, so we reduce service disruptions.

As a developer, I want to link my change request to a GitHub commit, so I can track deployments.

As a change manager, I want to enforce change approval workflows with automatic risk assessments based on configuration items.

As a user, I want to request standard changes with predefined templates & automated impact analysis.

As a change analyst, I want to track change tasks and automate notifications to keep stakeholders informed during change lifecycle.

Knowledge Management user stories

As a user, I want to search for solutions to common issues before raising a ticket, so I can resolve problems faster.

Problem Management User Stories

As a problem manager, I want to identify recurring incidents and create a problem record, so we can address root causes.

As an analyst, I want to extract known error records and publish knowledge articles to reduce incident volume.

As a manager, I want problem SLA breaches tracked and reported for timely resolution.

Virtual Agent User Stories

As an employee, I want to chat with a virtual agent to reset my password or check ticket status, so I don’t need to wait for support.

General ITSM Use Cases with OOTB Capabilities

Automated assignment of tickets based on skills, location, and workload balancing.

Integration with CMDB for asset and configuration item visibility in tickets.

Virtual Agent chatbot for conversational IT support, available 24x7.

Surveys and feedback collection post ticket resolution.

Mobile app support for ITSM agents to manage tickets on the go.

Out-of-the-box SLA & KPI tracking for IT services.