Difference between story and ritm

[PoojithaHasthi]

What is difference between story and ritm? As in both of them i am doing customizations as well as configurations....Then what differs between them?

[Dr Atul G- LNG]

Hi @PoojithaHasthi 

**Story:**
- In an Agile framework, such as Scrum, a "Story" typically refers to a user story. It is a concise, user-focused description of a feature or functionality from an end-user perspective.
- Agile teams use stories to capture and prioritize functionality in a way that aligns with the user's needs. Stories are often written in a format like "As a [user type], I want [an action] so that [benefit/value]."
- Stories are associated with Agile development methodologies and are commonly used in Agile project management tools like Jira. In ServiceNow, stories can be part of the Agile Development application.

REQ - is your Order number (1 Order number for 10 items ordered suppose)

RITM - is number for each item ordered (10 separate items/products ordered)

[Dr Atul G- LNG]

RITM stands for Request Item. It typically comes from a Service Catalog and represents a user's request for a specific product or service—like a new laptop or access to a software tool. A RITM kicks off a workflow and includes a series of tasks that need to be completed before fulfilling the request.

While RITMs and Changes might seem similar (they both involve workflows and tasks), they serve very different purposes. RITMs are user-facing requests, while Changes are more about internal, controlled modifications to your IT environment.

[adityahubli]

Hello @PoojithaHasthi ,

A Story and an RITM may look similar from a customization or configuration perspective because both are records where you can apply business rules, scripts, and flows, but their purpose within ServiceNow is very different.

A Story is an Agile work item used by development teams to track product or feature development within backlogs, boards, and sprints, whereas an RITM (Requested Item) is created from a Service Catalog request and represents a service fulfillment process initiated by an end user.

Stories focus on delivering development work, while RITMs focus on delivering services or fulfilling operational requests. The main difference lies in their business context, lifecycle, and module usage rather than the technical customization applied to them.

In simple words story means task from your piece of work ,

RITM means requested item record generated in servicenow to fulfill user catalog request

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya,

Technical Consultant

[Tanushree Maiti]