Request Management Challenge An organization’s request management process needs to handle all kinds of requests – from the most basic questions to complex requests for products and services. The simplicity and ease of making the request is as important as the speed and efficiency of request fulfillment. Automated approvals and request fulfillment workflows accelerate the pace of work and help maintain high employee satisfaction and productivity. More and more organizations are giving their end users a single portal with a simple interface for all their requests and questions, while abstracting away the complexity of the backend processes to respond quickly with personalized experiences. Companies pursuing such automation can achieve self-service on up to 99% of all requests Solution ServiceNow Request Management uses the power of AI and automation to deliver stellar self-service experiences quickly and reliably. The built-in Virtual Agent understands natural human language and allows end users to request products and services where and when they want. Mobile capabilities give employees the freedom to request services anytime, from any device—and get automated status updates to ensure expectations are met. IT delivers employee self-service through a published catalog of services, automated workflows, and service level agreements. The Catalog Builder is designed to democratize the development and maintenance of your product and service offerings without adding to your development costs. When combined with Employee Service Center, employees are automatically guided through high-touch help post-fulfillment, if needed. Overview ServiceNow Request Management delivers a delightfully simple experience for employees to request the products and services they need at any time and through any device. With the power of AI and machine learning, organizations deliver personalized self-service experiences with fast automated fulfillment Benefits Personalized, omni-channel experience - meet employees and customers where they are 24/7 by providing a consumer grade request experience on the device or channel of their choice without having to develop specifically for each channel 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 The ServiceNow Difference End-to-end service request and fulfillment on a single platform Automated workflows that can handle complex requests Ability to brand the self-service portal The most powerful born-in-the- cloud, ITSM platform in the world Employee Service Center provides a one-stop shop for all employee questions 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® Catalog Builder - Create or edit a catalog item (catalog item or record producer) using a visual and guided experience along with specified restrictions. The catalog builder experience enables you to delegate the creation and maintenance of the catalog © 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-DataSheet-Request-Management-062021 servicenow.com 99% Requests fulfilled through Self-Service ❝ Before ServiceNow, our employees were trying every method they could to approach IT about a query or problem except using the ticketing system. Today, 99% of employee requests and issues go through the Now Platform Features