enhancement request questions

[giathiem]

Currently, in my organization there are very generic questions ask to generate an Enhancement request.

What are some questions you guys ask on your ServiceNow portal to create and ENHC ticket?

[Mark Manders]

That depends. I mostly work with clients that have the idea portal in place where employees can put in their ideas, vote on them, etc. 

Some clients have 'other request' within different catalogs/categories and some have a generic one. There they are asking to describe the request in a 'story' form ("As a ... I would like to ... because that would help ..."). You need the what and the why. Don't ask too many questions, because that only blocks getting them. Realize that your users don't know the specifics the engineers/agents/developers do. Have them make the request as clear as possible with clear rules: if we don't know the why, your request is closed. You have to be user friendly, but not too friendly. They want something done, so they need to be clear on what and why. 

[giathiem]

Do you have sample questions that you use?

[muzhda]

These are the questions we start with when someone is requesting an enhancement/change/new feature for the ServiceNow platform: 

1. What do you need?
   Focus on the business challenge you are facing and the change you are looking for, not the solution.

2. What details should we know?
   Describe your request in more detail. What are you trying to achieve? Who will be impacted? What business change/problem is driving this?

3. Why is this important? (Business Impact & Value – Include Data!)
   Explain why this request matters and provide measurable data where possible. How will this benefit your team or the organization? What are the consequences of not addressing this?

Additionally, we have 12 Yes/No questions that we apply to all enhancement requests across the board to establish priority. 

For New Catalog Item requests, we have a slightly different set of questions: 

1. What is this new catalog item for?
   Briefly describe the services that users would request using this item.

2. What is the current or projected volume for this request?
   Provide an estimate in terms of X requests per week/month/year.

3. How are these requests currently handled?
   Describe the current process (e.g., via email, spreadsheets, another system, etc.). What challenges exist with the current approach?

4. Who will be submitting these requests?
   Identify who the audience is and who would have access to this request. Is it the entire company, specific departments or certain employee types?

5. Which teams are responsible for fulfilling these requests?
   List which teams will need to be a part of the workflow for reviewing, approving and delivering this request.

6. Why is this important? (Business Impact & Value – Include Data!)
   Explain why this request matters and provide measurable data where possible. How will this benefit your team or Qualcomm? What are the consequences of not addressing this?