Task Management in Development Support for Developers.

[M_Tomy]

Dear Expert.

Please let us know if you have any good ideas about the following

1.Current situation
We are the administrator of our organization's ServiceNow platform.
We are using Teams to handle development support tasks for developers.
We listen to the content of the consultation and instruct the developers on the work to be done.

This is because we have certain manners to control the development in our own organization. Also, there are instructions other than the standard ones, depending on the development details.If you read all the threads in Teams, even non-followers can generally understand what we have done.
However, there are some cases that are partially black boxed because sometimes followers are following in personal chats.

2.Question.
If possible, I would like to use ServiceNow to manage all these development support (large tasks) and the small task(s) that need to be addressed within them.
I would like to be able to see what development support I have done in the past in an organized manner, even for new members who move in to our admin team a few years later.
For example, we would like to be able to manage all the instructions and work results for one cohesive development, just as we bundle incident tickets with their parents and children.
Is there any good mechanism for this?

3.Concerns.
Instructions to developers include things like "submit a request from existing catalog item A.
I am wondering how to organize the history of instructions to ServiceNow's developers while utilizing the catalog items already implemented in ServiceNow.

Best regards.

[Bert_c1 · Accepted solution]

It is how the Servicenow Support Team manages any changes to customer instances. I was in that role 7.5 years. And the change_request table is the 'source-of-truth'.

[Dr Atul G- LNG]

Hi @M_Tomy 

It's NOT SNOW, its SN or SERVICENOW.

[M_Tomy]

@Dr Atul G- LNG 

Thank you for everything.
The names you mentioned have been corrected.

Best regards.

[Bert_c1]

At my last job, we used Change Requests to document all work. Our template included Problem, Justification, Test plan,  and Implementation plan. Each section included related details/steps.

Or you can use Agile Development supported in the Servicenow instance.

[M_Tomy]

@Bert_c1 

That is interesting.
I would like to know if you have any reference knowledge.

Best regards.