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

DS8 · ‎08-03-2020

Hi,

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

Thanks

Miguel Donayre · ‎08-04-2020

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.

View solution in original post

Daniel Lopez1 · ‎07-26-2022

This is not entirely true because it depends on the effort that must be made in this enhancement, many times you must plan, verify and test that is to say you can go through all the stages of a project and it is also a temporary effort.

HY2 · ‎05-30-2023

Is there any specific reason as to why Enhancement records aren't planning items in SPM while only Project Demands and Epics are?

Uncle Rob · ‎05-31-2023

Yes. Enhancements and Defects in ServiceNow predate SPM.
Ideation, Demand, and the whole stack of Agile(ish) records came after.

They are vestiges of another era and the first attempt at doing "real" release management on ServiceNow.

HY2 · ‎08-30-2023

bring Enhancements back into the Agile fold!

manjusha · ‎08-04-2020

Hi,

1.Enhancement:

It is means if there are some functionalities just llike few catlog items ,and you want to add few more things like tasks need to be created,you want to add notification or few part you want to remove and add new so this is come under enhancement.

2.Chnage:if you want to remove existing functionality and wanted to add new for that change need to be created

Defect:

if you developed something new or created script but that script is not working as per the expection then a defect is raised by testing team or by end users.

so for that a defect is created under demand management.

Thanks,

Manjusha Bangale