Request - Intake/Prioritization

[coryconway]

Interested to know what others have done in Service Now for request intake and prioritization. I've seen on Community a lot of larger custom builds, demand, idea, etc. discussed. We are a smaller shop(IT staff approx. 26) and are struggling to provide visibility to the other areas of the business on our capacity to execute numerous smaller requests included in the capital budgeting process ever year, deploying a handful of printers, updating existing app modules, etc.   We have a more formal project intake process for large strategic projects (40+hrs/$25k/Visibilty++) that somewhat mimics Demand app, but I'm looking for something more basic that can include run the business/non-discretionary items also, or pools of maintenance hours we would need to account for. Requirements are pretty loose at this point, thinking it's all going into Demand or building out off the planned task table somehow and tying in Resource Plans. Any thoughts are welcome!

[Community Alums]

Bumping this one as I am looking for more examples on how people have implemented an MVP demand intake model.  

[Sanjiv Sachdev]

Hi,

There are various options to address this:

You could allocate / book a portion of the team's time to BAU activities allowing you to work on deploying printers.  To support this you will need to look at a resource management solution, this doesn't have to be a formal solution, Excel could be a starting point.  This would need to be communicated to your colleagues.  

It sounds like the formal policies exist but the business doesn't either follow or understand them. If you are using demand to capture all requests then you can use Category / Type to create a BAU and Project pipeline. See link below.

If you select Enhancement, Change or Defect and this will create the appropriate record as selected and will go down a different process.  The advantage is that you will have the full audit trail from the original demand to the workflow it follows, thus allowing requestors to see what the status of their 'ask'.

If you implement Demand, then to demonstrate your resource availability and constraints you will need Resource Management.

I would also strongly recommend you don't customise anything as this has the potential to create many issues in the future and you will own the risk of any customisations.

Finally, it's worth having a session with your stakeholders talking them through the whole PPM / PPS suite so they can see how it links together.  Happy to help with this.

Yorkshire Analytics

https://docs.servicenow.com/bundle/newyork-it-business-management/page/product/planning-and-policy/task/t_CreatingDemands.html