Examples of combining Demand States/streamlining process

[Mary]

Hello

I have a client that is extremely lean and they feel there are too many states in Demand flow for their small to to manage

They will be having a record producer creating Demands in "Draft" state

Have other companies combined Submitted with screening or started with Submit and skipped Draft?

they still want to have surveys generated in screening BTW

Any advice greatly appreciated 

[Yousaf]

Hi Mary,

I have attached the document related to your query. Best practices for process flows. Hope you find it helpful .

Mark Correct or Helpful if you do.

[Jon Miller1]

We're a similar, small, lean, IT department, Mary. For our initial implementation of ServiceNow (back on the Geneva release), we had our implementer do almost exactly what your requesting. We customized the Demand flow to only have the Draft, Submitted and Approved states for projects and Draft and Approved for enhancements. But as we grew and matured, this no longer worked for us. It took us 2 years to undo to the customization that we'd done! We're now looking into a $350k spend to revert our entire platform to out-of-box because of issues in other parts of the system. So I strongly recommend that you do not remove any of the out-of-the-box states. Through policy/procedures, governance and training, there's nothing to say you have to use the states you don't want. Out-of-the-box, demand can go straight from Draft to Approved for example.

ServiceNow and their partners will say that the platform is designed to be configured to a company's process requirements. But that's just a spin on saying you can customize it if you want. But out-of-the-box ServiceNow is already aligned to ITIL and ServiceNow best-practice. You're far better off modifying the company's IT processes to that model than the other way around (the SaaS principle of "fit to standard").