What is the Enhancement Management process in ServiceNow and what is your practise?
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4 hours ago
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?
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26m ago
Please go through this community link -
It would be helpful!
Shashank Jain – Software Engineer | Turning issues into insights
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11m ago
Hi @Shashank_Jain ,
Actually that post is where I am from and still it missing the OOTB ENH state
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3m ago - last edited 2m ago
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Closed | Enhancement is no longer active (duplicate, rejected, withdrawn, or completed formally closed).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 |
Shashank Jain – Software Engineer | Turning issues into insights