User Requests

[JHi]

Hi all,

I am doing research to see how other companies go about implementing user access requests in ServiceNow. For example, we have a new user form that is for new employees that requests all of the user's access all in one form and channels to the appropriate fulfillment group. There are about five or so different requests on the form. Likewise, we have a change user form that essentially does the same thing, but it is for existing users that are moving from one location to another. We are looking to transition these over to order guides in the future. Was wondering the process you all may take within your organization. Thanks for any feedback!

[Brian Sorensen]

What type of requests are they?
We have a form for Applications for example
on the form we have things like
Oracle ERP Access
Adobe Sign Access

Photoshop 

etc

In the flow on the backend we have the flow running in Parallel 
if Oracle is True - Task to that team
if Adobe is True - task to that team

etc etc

Does that make sense?

[JHi]

Hi Brian,

Makes sense. That's the flow we are using as well. Our forms are for granting the user access to applications such as those mentioned. Just wanting to see how others operate and if there was a way to enhance our process flow. For the most part this process works fine. On occasion though, we have an issue where one fulfillment group has fulfilled their part of the request and the requester is reaching out asking that fulfillment group about other parts of the request. For that, we are looking into order guides. Just wanted to see how others maneuver this.

[Brian Sorensen]

On the flow, we put markers in for the stage
things like "assigned to Service Desk" or "application support" etc
So then the user can see that and knows who to ask for an update 

[JHi]

Oh okay, cool. That would definitely help. Thanks so much for that!