Demand - what is the difference between an enhancement, change or defect?

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DS8
Giga Contributor

‎08-03-2020 11:17 PM

Hi,

 

What is the difference between an enhancement, change or defect under Demand Management?

 

Thanks

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Miguel Donayre
ServiceNow Employee
ServiceNow Employee

‎08-04-2020 06:15 AM

An enhancement is an improvement while a project is a planned endeavor, usually with a specific goal and accomplished in several steps or stages. A defect is when something is broken or didn't match a requirement that was used to create it( doesn't pass the acceptance criteria). Change by ITIL definition is -The addition, modification, or removal of anything that could have an effect on IT Services.

When a Demand is created, it doesn't always mean it will end up as a Project. Depending on how your company categorizes what a "Project" is vs. an "Enhancement" or a "Change" or a "Defect."

ServiceNow provides the options to create any one of the objects and relate them to the Demand.

The Enhancement and Defect feature is part of the Agile 2.0 application( you will need to have that plugin turned on for this to work). In the Enhancement and Defect records is where you can also relate it to a preexisting Software or Application. 

In ServiceNow, the ITSM Change application is needed for creating a change. A change could also come out of an enhancement or a defect. It is also related to the Demand once it is created from the Demand.

 

 

 

 

 

 

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Anish kumar
Kilo Guru

‎08-03-2020 11:28 PM

Hi DS,

 

please look this link it has good definition by Curt Melancon

 

https://community.servicenow.com/community?id=community_question&sys_id=1645a075db47df842be0a851ca96...

 

 

Hope this will be useful for you.

 

Kindly mark it correct and helpful if it solves your issue.

 

Thanks and Regards,

Anish Kumar

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Miguel Donayre
ServiceNow Employee
ServiceNow Employee

‎08-04-2020 06:15 AM

An enhancement is an improvement while a project is a planned endeavor, usually with a specific goal and accomplished in several steps or stages. A defect is when something is broken or didn't match a requirement that was used to create it( doesn't pass the acceptance criteria). Change by ITIL definition is -The addition, modification, or removal of anything that could have an effect on IT Services.

When a Demand is created, it doesn't always mean it will end up as a Project. Depending on how your company categorizes what a "Project" is vs. an "Enhancement" or a "Change" or a "Defect."

ServiceNow provides the options to create any one of the objects and relate them to the Demand.

The Enhancement and Defect feature is part of the Agile 2.0 application( you will need to have that plugin turned on for this to work). In the Enhancement and Defect records is where you can also relate it to a preexisting Software or Application. 

In ServiceNow, the ITSM Change application is needed for creating a change. A change could also come out of an enhancement or a defect. It is also related to the Demand once it is created from the Demand.

 

 

 

 

 

 

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Uncle Rob
Kilo Patron
In response to Miguel Donayre

‎08-04-2020 06:41 AM

Don't think you need Agile 2 installed for that to work.
I thought htey were there specifically BECAUSE not everyone works in agile frameworks.