Best Practice on building a process to approve/reject an item

[Alan42]

We're a fairly new ServiceNow customer and I'm moving our first non-IT workflow from Kissflow into ServiceNow. I have my initial thoughts on what steps to take but I thought it best to ask if there's an accepted best practice I should follow instead.  This is a complaint/claim workflow. A member of a specific group starts the workflow and fills out an initial form. Then it goes to an initial reviewer who completes a few additional fields and approves or rejects it. If approved it goes to a few more groups along the path for approval or an information gathering task until it is gets a final classification, and is closed out.    

My plan is to initiate the workflow with the completion of that initial form, have it assign a task from there to gather information and issuing new tasks and approvals as needed.     Very simple with initiation step A and complete step G with up to 5 approvals or tasks in between.     Doing this should be simple but I'm not sure how we are supposed to display all the gathered information to the business owner.      A report would be doable but I would think there's something delivered we haven't touched yet.     

Should I do it differently?  Is there a delivered display document I need to know about?    

[Dr Atul G- LNG]

Hi @Alan42 

My thoughts as below:

We're a fairly new ServiceNow customer and I'm moving our first non-IT workflow from Kissflow into ServiceNow. I have my initial thoughts on what steps to take but I thought it best to ask if there's an accepted best practice I should follow instead. 

This is a complaint/claim workflow.

Atul: Okay and understood.

A member of a specific group starts the workflow

Atul: Workflow attached to the item. You mean only set of ppl allowed to raise complaint?

and fills out an initial form.

Atul: From ServicePortal it can be start

Then

it goes to an initial reviewer who completes a few additional fields and approves or rejects it.

Atul: You are mixing 2 things, we generally not allowed approver to change any value once a record is submitted, Reviewer review and update the work notes or in this case can update field.l

Is reviewer and approver are same? If yes, then not a good case, keep 2 user for this, 1st as reviewer to whom assigned task and allow to fill / update fields.

2nd approver may be manager see all information and happy to take decision.

If approved it goes to a few more groups along the path for approval or an information gathering task until it is gets a final classification, and is closed out.    

Atul: Do you want 1 by 1 / sequential or parallel approval? All members need to approve or first approval will move the record.

My plan is to initiate the workflow with the completion of that initial form, have it assign a task

Atul: For assignment, use assignment rules.

from there to gather information and issuing new tasks and approvals as needed.     

Very simple with initiation step A and complete step G with up to 5 approvals or tasks in between.     Doing this should be simple but I'm not sure how we are supposed to display all the gathered information to the business owner.      A report would be doable but I would think there's something delivered we haven't touched yet.