Service Requests

hvk
Mega Contributor

‎05-31-2017 06:26 AM

Hi all,

looking for some expertise, knowledge or experience in implementing Service Now in managing a Service Request process. Looking for new ideas, thoughts and possible opportunities to automate service requests.

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4 REPLIES 4

K10
Kilo Guru

‎05-31-2017 06:30 AM

Hello,



Developing a Service Catalog is a massive undertaking. I would suggest to take small step at a time rather than launching all the catalog items at once.Whether you choose to build a Service Catalog incrementally or go all-in, the below critical steps that you would be wise to include. I advise to ensure that all requirements are understood and a formal process is used in a Service Catalog design.   Planning is the first and most important step toward success.



  •                 What are the goals of a Service Catalog?
  •                 Who are the customers of the Service Catalog?
  •                 What are the business issues and objectives you hope to address?

hvk
Mega Contributor
In response to K10

‎05-31-2017 06:35 AM

Classification: For internal use only


Thanks Ketan. Much helpful.



Any insights on how the Service Catalog will link up to Service Request Management (or Request Fulfillment). I am leading the Service Request Fulfillment process and will be talking over the Service Catalog Management.


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ankitaagarwal
Tera Contributor
In response to hvk

‎05-31-2017 07:08 AM

Hi Hari,



Please use the below links to get more idea on Service Catalog and Service Request Management.



http://wiki.servicenow.com/index.php?title=Managing_Request_Fulfillment#gsc.tab=0


http://wiki.servicenow.com/index.php?title=Service_Catalog_Management#gsc.tab=0


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stevenormston
Kilo Contributor
In response to hvk

‎06-05-2017 04:48 AM

Hi Hari,



As it has been mentioned, there are a few things to consider with the catalogue but by using ServiceNow, you are able to produce an easy to use, intuitive catalogue that will make it easy for people to make requests.



As the service catalogue can be used with the Service Portal, you can provide users with a really attractive user interface, maximising the chances for self service.



Our team have done a lot of work with clients in this area. It would be really good to have a quick chat with you, I could give you an idea of some of the possibilities and describe how we could potentially assist you.



If you would like to discuss this further, please get in touch.



Regards,



Steve



E: steven.ormston@spoc.pl


T: +48 516 209 656



www.spoc.pl