How does ServiceNow handle service request management?

ServiceNow handles Service Request Management (SRM) as part of its comprehensive IT Service Management (ITSM) suite. Service Request Management focuses on providing a streamlined process for users to request and receive IT services or access to resources. Here's an overview of how ServiceNow handles Service Request Management:

1. Service Catalog:

• ServiceNow features a Service Catalog where organizations can define and publish a catalog of IT services. This catalog is accessible to users through the Service Portal, allowing them to browse and request services.

2. Service Request Creation:

• Users can initiate service requests through the Service Catalog by selecting the desired service and filling out a request form. The form captures relevant information about the request, such as user details, service options, and any additional information required.

3. Workflow Automation:

• ServiceNow supports workflow automation for service requests. Organizations can design workflows that guide service requests through a predefined set of stages, including approvals, fulfillment, and closure.

4. Approval Processes:

• Service requests often go through approval processes to ensure that the requested services align with organizational policies and resource availability. ServiceNow allows organizations to define approval rules and workflows.

5. Task Assignment and Fulfillment:

• Once a service request is approved, tasks are assigned to the appropriate teams or individuals for fulfillment. ServiceNow facilitates the coordination and tracking of tasks to ensure timely and efficient service delivery.

6. Integration with Configuration Management:

• Service Request Management is integrated with Configuration Management to understand the configuration items (CIs) and dependencies associated with the requested services. This integration helps in managing and maintaining the IT environment.

7. Communication and Notifications:

• ServiceNow provides communication tools and automated notifications to keep users informed about the status of their service requests. Notifications can include updates on approvals, task completion, and any other relevant information.

8. Knowledge Base Integration:

• The Service Catalog is often integrated with the Knowledge Base. Users can access knowledge articles related to service requests, providing self-help options and information about service fulfillment.

9. Service Level Agreements (SLAs):

• Organizations can define SLAs for service requests to ensure that requests are addressed within agreed-upon timeframes. ServiceNow monitors and tracks service requests against SLAs, providing visibility into performance.

10. Integration with Change Management:

11. Service Portal Self-Service:

12. Reporting and Analytics:

13. Mobile Access:

14. Continuous Improvement: