Grouping multiple Service Requests - Best Practice?

FrancescoF82933
Giga Contributor

yesterday

Hi all,

I have executed Request Management for approximately 30 Services and have documented a total of 100 different service requests to be implemented on ServiceNow. However, I have thought of a simplification approach and would like suggestions:

Is it considered a best practice to create a single Service Request for each Service, where the user can then select the desired Service Offering and subsequently the related Request which, once chosen, displays the correct fields to fill in? (Example: the user selects the catalog item named after the reference Service "Cloud ABC", on the form selects the Offering "Online personal space" and then the specific request "Request cloud space" with all the variables to fill in (requester, size, preferences, etc.), and the user can submit the request correctly).

Alternatively, we were thinking of subdividing the service requests into several macro-categories; however, some requests are so unique that they are difficult to group under a single inclusive category, or we would almost end up matching the total number of Services.

So I was wondering which of the two approaches could be more effective and whether they are applicable.

Thank you in advance for your help.

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FrancescoF82933
Giga Contributor

6 hours ago

Alternatively, we were thinking of subdividing the service requests into several macro-categories;

With this one I meant: to CREATE one Service Request for macro-category (e.g. User Management)

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