Priority on Request

[Brandi_Knoeppel]

Has anyone added a priority field on request?     Some of the IT groups would like to be able to place a priority on request coming in through ServiceNow.     Please let me know how you set it up to work the best for your company.

[Community Alums]

I wouldn't completely abstract Request out. I agree from an approval standpoint and even in many situations there is little value for the extra wrapper, but it isn't completely without benefit. Another place where we use it is with the Procurement process: we have a task at the request level to handle the sourcing of all the items requested in a single location. This allows for streamlining of the process with regards to PO creation and checking existing stock for items.

The Requested Item workflows can then focus on what needs to be done to prepare the items for use and delivery.

I know this isn't specific to the original question, but I did want to throw this out there.

[Deepak Ingale1]

I am not sure whether to have priority or not for Request

If something is really urgent from business point of view, you should deal that at SLA level.

If request is for ordering Desktop or Laptop for user, it should have same priority for everyone right?

[Uncle Rob]

I feel like this is one area ITIL doesn't do justice to.   When it comes to non-project work I like to live with two classifications of work:
1)   Stuff I know how to do

2)   Stuff I don't know how to do

Stuff I know how to do should be handled with empowerment (KB), training, and workflow triggered from the catalog.

Stuff I don't know how to do requires investigation and is harder to make promises against.

For the stuff I know how to do, the next step is understanding how fast I can do it, then making SLA's out of that info.   So perhaps "priority" isn't step 1.   Step 1 is figuring out how much time subcomponent teams need for each activity, and creating OLA's.   Then you could grow into giving "accelerated timelines" to one's consumers.