What is the Enhancement Management process in ServiceNow and what is your practise?

[major li]

Hi community, 

I am using Enhancement in SPM. But I am stuck at the overall process, especially on the OOTB state: 

• Draft
• Scoping
• Awaiting approval
• Work in Progress
• Testing/QA
• Deployment
• Closed

How do you interpret them and how do you use them? 

[Shashank_Jain]

@major li ,

Please go through this community link -

https://www.servicenow.com/community/spm-forum/what-are-the-out-of-box-definition-for-enhancement-st...

It would be helpful!

[major li]

Hi @Shashank_Jain ,

Actually that post is where I am from and still it missing the OOTB ENH state

[Shashank_Jain]

@major li ,

There isn’t a single “official” ServiceNow document that spells out the full detailed enhancement process. ServiceNow provides the framework states aligned to ITIL/Demand/SAFe, and companies customize + document internally. 

State Typical          Business Meaning           Entry Criteria                                           Exit Criteria                   Owner

Draft	Enhancement has been logged but not yet submitted for evaluation.	Requester creates enhancement idea, initial description captured.	Stakeholder submits enhancement for review.	Requester / Submitter
Submitted / In Review	Enhancement under initial evaluation for feasibility, cost, and alignment with strategy.	Enhancement submitted and assigned to Product Owner / Business Analyst.	Decision taken: approve → In Progress or reject → Closed.	Product Owner / BA
Approved / Planned	Enhancement accepted as valuable and planned for delivery (roadmap or backlog).	Business case, scoring, and prioritization completed. Funding/resources approved (if needed).	Work is ready to be executed (move to In Progress or trigger Demand/Project).	PMO / Product Owner
In Progress	Enhancement is actively being worked on (delivery in project/epic or handled as a small change).	Resources assigned, backlog item or demand created. Development/design in motion.	Enhancement delivered and tested.	Project / Dev Team
Implemented / Completed	Enhancement has been built, tested, and released into production.	Work completed successfully.	Enhancement validated by stakeholders.	Project Team / QA
Closed	Enhancement is no longer active (duplicate, rejected, withdrawn, or completed formally closed).	- Duplicate or invalid request.- Enhancement was rejected in review.- Enhancement delivered and closed out formally.	No further action required.	PMO / Request Owner

[major li]

@Shashank_Jain ,

Thank you for the share.

In my organization, we have demand and ENH management. from your description, it seems that there is an overlap with demand management. 

From OOTB, one of the output from an approved demand is enhancement. how to integrate and differentiate 2 processes?