I’m curious how other organizations are handling Enhancement-type work in ServiceNow.
We currently use Demand Management and convert items to Enhancements based on internal criteria. Management is wanting to include Enhancements in Capacity Planning along with Project work, however, we only use Resource Assignments for Projects, not Enhancements.
We’re trying to figure out a few things:
- How do you define what counts as an Enhancement vs project work?
- Do you have formal intake/approval process?
- Do you actually plan capacity for Enhancements, or just work them into team bandwidth?
- Are you keeping this lightweight (assignment + estimates), or tying into SPM resource management (resource plans/assignments)?
- How are Enhancements tracked, reported, governed?
It seems like a lot of this is custom by customer, so I’d love to hear how others are approaching it—especially what’s worked vs. what didn’t feel worth the effort.
Appreciate any insights or examples!
