Demand, Project, Enhancement

[Lisa Winder]

We currently use demand, project, enhancement as part of our IT governance process to vette requests. Demands are submitted, vetted and approved and depending on several factors, cost being one of them they are either promoted to a project or an enhancement.  We define an enhancement to be a smaller work effort (<160 hrs) usually comprised of multiple system requirements. We do not typically create demands for an enhancement that only affects one feature since all demands must go through our IT Governance process and this would end up creating a ton of demands.  The problem we've run into is that we have a different process for ServiceNow specific enhancement requests that bypasses our demand process. Currently requests come in as a RITM or Incident from end users for SN specific enhancement suggestions/ideas. Those in turn either get turned into an enhancement or a defect, currently bypassing the demand process all together. The enhancements and defects are prioritized and scheduled into a release. The release goes to change and then deployed to production.

I'm trying to figure out the best way to incorporate our demand process since any application enhancement/project must go through our IT Gov process for approval. We don't want to create a demand for every single enhancement idea request we receive as this would not be efficient and would create a bottle neck.

This is what I'm thinking in terms of process, but I'd love to hear what others thoughts are:

1. create stories for each enhancement request we receive from end users

2. vette each story, gather requirement(s), develop LOE

3. group stories into a release

4. Create Demand for Story Release including business case and cost estimate and obtain approval from IT Governance

5. Assuming <160hrs Promote Demand to an Enhancement

6. Link stories to Enhancement via story related list (we would have to configure our enhancement form to add the related list).

7. Create change for Release

[Rajesh_Singh]

My Approach would be as below

Configure your demand in such a way that.

1. When you create demand record with demand type as "Enhancement" then automatically stories must appear as related list on demand form.
2. Then I will map all my stories in to that demand and I will get stories assessed in demand.
3. Once demand get approved I will go ahead and create enhancement from demand and custom Business rule trigger that will copy all the stories from demand related list to newly created enhancement related list.
4. Then you can create change for enhancement

By using above simple approach you can save lot of reddunded work and time. Let me know how do you find it?

Thank you!
Rajesh Singh

[Lisa Winder]

We still need a way to have stories that are backlogged not associated to a demand until we know which stories will be grouped together in a release.  How can that be accomplished with the above scenario?

[Madison Burkle1]

Hi Rajesh, 

This sounds exactly like how my client would like to structure their demand implementation. Do you happen to have any documentation regarding your process?

[ADELEKE ADEDIRA]

Hi Rajesh, 

Do you happen to have a documented process for your approach? If yes, please can I get a copy ? Thank you