Bug v Defect v Demand

[Alayna Cohn1]

Hi all,

How do you approach Bugs v Defects v Demand? In other words, what applications and modules do you use to log and track through their lifecycle?

[Abbas_5]

Hello @Alayna Cohn1,
Debug:

Before you start debugging, it is important to identify the source of the issue and to be able to reproduce the defect or bug. Potential sources include user error, invalid test data, test script inaccuracy, and technical implementation.

Defects:

• Please do not write directly to the ServiceNow team for defects—instead, open a ticket!
• The ServiceNow team prioritizes critical defects ahead of enhancements and will work immediately to resolve them.
• Defects that impact end users (customers) are prioritized ahead of defects that only impact fulfillers.

Demand:

You should base demand decisions on a combination of value, risk, and size. The ServiceNow demand workbench includes an interactive bubble chart for assessing demands based on value, risk, and size, allowing your demand owners and demand board to visualize and prioritize demands easily.

Please refer to the below link:
https://developer.servicenow.com/dev.do#!/guides/utah/now-platform/tpb-guide/debugging_best_practice...

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/plat...

Mark my correct and helpful, if it is helpful and please hit the thumbs-up button to mark it as the correct solution.
Thanks & Regards,
Abbas Shaik

[Danish Bhairag2]

Hi @Alayna Cohn1 ,

In ServiceNow, tracking and managing Bugs, Defects, and Demands can be efficiently handled through various applications and modules. Here's a typical approach using ServiceNow's functionalities:

### Bugs:

Bugs typically refer to issues found within software or applications that impact their functionality.

1. **Incident Management:** Use the Incident application to manage bugs reported by users or customers. Incidents can be categorized, prioritized, and tracked until resolution.

2. **Problem Management:** For recurring or root cause analysis of bugs, Problem Management can be utilized to manage the investigation and resolution of underlying issues causing multiple incidents.

### Defects:

Defects usually refer to issues found during software testing or quality assurance phases.

1. **Change Management:** When a defect is identified during testing, it can be logged as a Change Request (CR) to rectify the issue in the development environment. Once approved, it moves through various stages of development, testing, and deployment.

2. **ServiceNow Test Management (if applicable):** Utilize the Test Management application to manage test cases, test executions, and track defects found during testing phases.

### Demands:

Demands often refer to new requirements, enhancements, or requests for new features.

1. **Service Catalog:** Use the Service Catalog to log and manage demands or requests for new features or enhancements. This enables users to request changes or new functionalities via a standardized process.

2. **Project Portfolio Management (PPM):** If demands are larger initiatives or projects, use PPM to manage demands as part of larger project portfolios. PPM helps in prioritizing, planning, and tracking demands aligned with organizational objectives.

### Customization:

- ServiceNow is highly customizable, so organizations often tailor specific modules, workflows, or tables to suit their terminology and processes related to Bugs, Defects, and Demands.

- Custom tables, workflows, and applications can be created to track these items if the out-of-the-box modules do not fully meet the requirements.

### Integration:

- Integrations with other tools used for software development, such as Jira or Azure DevOps, can also be set up to manage Bugs, Defects, and Demands, ensuring seamless communication between different teams or departments.

ServiceNow provides a versatile platform with various applications and modules that can be customized to fit the specific needs of managing Bugs, Defects, and Demands throughout their lifecycle within an organization's IT or development environment.

Thanks,

Danish

[Amit Gujarathi]

HI @Alayna Cohn1 ,
I trust you are doing great.
Please find the information which I got from a wiki for the same.

1. Bugs:

   • Application Used: The Incident and Problem Management modules are typically used for handling bugs.
   • Lifecycle Approach:
     • Logging: Bugs are usually logged as incidents when they are first identified by users or through monitoring tools.
     • Tracking and Resolution: These incidents are then investigated to identify underlying problems. Once a problem (bug) is confirmed, it is documented in the Problem Management module.
     • Code: ServiceNow provides a robust API for integrating with external bug tracking systems if needed. For example, integrating with JIRA for bug tracking might involve using REST API calls to create and update issues in JIRA based on incidents in ServiceNow.

2. Defects:

   • Application Used: The Change Management module, along with the Agile Development and Project Management modules, are often used for managing defects.
   • Lifecycle Approach:
     • Logging: Defects are typically logged in the context of a development project or as part of ongoing application maintenance.
     • Tracking and Resolution: They are tracked through the development lifecycle, often using the Agile Development module to manage the backlog, sprints, and releases.
     • Code: Automating defect tracking can involve scripting in ServiceNow to create change requests or user stories based on defect reports. For instance, using Business Rules or Flow Designer to automate the creation of a user story in the Agile Development module when a defect is identified.

3. Demands:

   • Application Used: The Demand Management module is specifically designed for this purpose.
   • Lifecycle Approach:
     • Logging: Demands are logged as part of strategic portfolio management, capturing new ideas or requests for changes or new services.
     • Tracking and Evaluation: They are evaluated, prioritized, and potentially converted into projects within the Project Portfolio Management (PPM) module.
     • Code: Integration with other systems to capture demands can be achieved using ServiceNow's IntegrationHub or custom API integrations. For example, capturing demands from a customer-facing portal and creating corresponding records in the Demand Management module.