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'.

[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'.

[M_Tomy]

@Bert_c1 

I believe the function you are referring to is the following.
Am I correct in my perception?

■Docs
https://www.servicenow.com/jp/products/agile-development.html#benefits

Best regards.

[Bert_c1 · Accepted solution]

yes

[Nikhil Bajaj9]

If I understood correctly- you want to organize your Development/ Documentation and you want proper reporting. In our project we are doing like that only we have created few dashboard to check what development is completed in the past and what is in pipeline. We have a catalog items to capture development tasks and requirement. Where customer is able to mention all requirements, attaching screenshots/ Excel etc. We have proper workflow setup where dev tasks are approved and coming in our queue, we are estimating and closing task. Then Dev task is coming in our queue and we are developing, Closing task. Testing task is generating and closed then we are getting Deployment tasks. Finally after moving all our codes, we are closing all deployment tasks. So in this way we are able to manage release/ Check all efforts etc. (I have described it in very short). 

[Nikhil Bajaj9]

if my answer is helpful - Please mark it Solution accepted/ Correct Answer. Thanks.