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

major li
Tera Contributor

Hi community, 

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

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

3 REPLIES 3

Shashank_Jain
Kilo Sage

@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!

 

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain – Software Engineer | Turning issues into insights

Hi @Shashank_Jain ,

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

@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

DraftEnhancement 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 ReviewEnhancement 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 / PlannedEnhancement 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 ProgressEnhancement 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 / CompletedEnhancement has been built, tested, and released into production.Work completed successfully.Enhancement validated by stakeholders.Project Team / QA
ClosedEnhancement is no longer active (duplicate, rejected, withdrawn, or completed formally closed).- Duplicate or invalid request.- Enhancement was rejected in review.- Enhancement delivered and closed out formally.No further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

 

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain – Software Engineer | Turning issues into insights