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Request Management Icon

Request Management

ServiceNow Request Management enables employee self‑service through a published catalog of services that is driven by automated workflows, status updates, approval rules, and service level agreements. These capabilities streamline service delivery for user requests, coordinate teams, enhance information accuracy, and reduce operational costs.


When combined with Employee Service Center, you can make it easy for employees to get consumer‑style experiences by providing anytime, anywhere access to services across departments. Intelligent and automated answers guide employees through multi‑step processes and offer high‑touch help when needed, from a single place. Notification updates and mobile status checking keep end users informed after they make requests, resulting in high customer satisfaction.


Benefits

Deliver a consumer-style 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 by keeping them informed with status updates and notifications about their requests

Application Highlights

Reflect your corporate brand from an engaging self-service portal

Self-service portal product screenshot

Reflect your corporate brand from an engaging self-service portal

Assign workflows, increase consistency, and automate request delivery

Assign workflows, increase consistency, and automate request delivery

Assign workflows, increase consistency, and automate request delivery

Deliver multiple catalogs for simpler request type categorization

Deliver multiple catalogs for simpler request type categorization

Deliver multiple catalogs for simpler request type categorization

Enable mobile access to expedite approvals and keep users informed

Enable mobile access to expedite approvals and keep users informed

Enable mobile access to expedite approvals and keep users informed

Hear how ServiceNow enabled a service-driven approach at Assurance

Hear how ServiceNow enabled a service-driven approach at Assurance

Feature Details

All
  • Self-Service Portal

    Provide users with a consumer‑style portal and catalog of predefined goods and services. Users can track their request throughout the approval and delivery process. Customer satisfaction skyrockets, and process owners enjoy streamlined operations and lower costs.

  • Service Catalog

    Deliver a standardized service catalog or any employee request. 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.

    Agents can even access Service Catalog from within Agent Workspace, giving them a single place to respond to all user needs.

  • 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.

  • Native Mobile App

    Manage requests and collaborate with your team from the palm of your hand using a native mobile application. 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.

  • Automated Test Framework

    Quickly and easily upgrade with an out‑of‑the‑box testing framework. Using quick start test infrastructure, admins can easily create and maintain tests to run on a number of applications, even if they have different data sets or are UI pages from the Now Platform®.

Resources

Request Management Is Part of...

IT Operations Management functional illustration

IT Service Management (ITSM)

Consolidate fragmented legacy tools and transform your IT services from end to end.

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