Request Management

ServiceNow® Request Management streamlines service delivery for user requests, eliminates duplication of effort, ensures information accuracy, and reduces operational costs through a published catalog of IT services, all driven by automated workflows, approval rules, and service level agreements.

End users are kept informed after they make requests with notification updates and mobile status checking, ensuring high customer satisfaction.

Benefits

Deliver a consumer experience through a familiar, easy to-use shopping cart checkout interface from any device

Improve service quality by removing manual tasks and fulfillment delays with automated workflows and approvals

Increase end user satisfaction when you keep them informed with status updates and notifications about their requests

Application Highlights

Reflect your corporate brand from an engaging self-service portal

Reflect your corporate brand from an engaging self-service portal

Assign workflows, ensure consistency, and automate request delivery

Deliver multiple catalogs for simpler request type categorization

Enable mobile access to expedite approvals and keep users informed

Hear how ServiceNow enabled a service-driven approach at Assurance

Feature Details

All

Self-Service Portal

Provide users with an engaging portal and a catalog of predefined goods and services. Users can track their requests throughout the approval and delivery process. Customer satisfaction skyrockets, and your IT staff will enjoy streamlined operations and low support costs.

Service Catalog

Deliver a standardized catalog of services for any IT request—hardware, software, or departmental process. Track service and coordinate pricing and cost transfers between departments. Improve internal controls with full audit capabilities, and control request visibility using configurable groups and rules.

Graphical Workflow

Easily design drag‑and‑drop workflows to match your request processes, and give each catalog item a unique workflow and business rules with built‑in automation. Track the full‑service lifecycle from request to delivery using the ServiceNow audit trail.

Service Level Agreements

Track all service level agreements between IT and requested services to ensure commitments have been met. Follow detailed visualizations to understand active SLAs. Keep all relevant parties informed with automated notifications and escalations so they can gauge organizational performance.

Mobile Access

Manage requests and collaborate with your team from the palm of your hand using ServiceNow Mobile. Approve requests with the swipe of your finger, without even unlocking your phone. Real‑time notifications help you take immediate action at every step of the request process.

Approvals

Set the pace by minimizing delays and expediting request processes. Allow approvers to check status at any time. Handle approvals through email or any smart mobile device. A rules‑based configuration provides maximum flexibility including predefined and multilevel approvals.

Bidirectional Notifications

Encourage transparency and expedite mean time to resolution with bidirectional communications between service desk technicians and customers. All involved parties receive automated notifications any time work notes are added or a status change occurs within the request.

Reports and Dashboards

Get real‑time transparency into operations with configurable, role‑based dashboards. Measure service levels and drive continual service improvement with built‑in metrics and surveys. Identify service and training opportunities. Dig even deeper with time‑based trends from ServiceNow Performance Analytics.

Resources

SEE ALL RESOURCES FOR REQUEST MANAGEMENT