Service Catalogue/Request Management
[updated: April 19, 2021]
Process Owner: Stan Padacz
Request Management & the Service Catalogue
Self-Service Portal User Interface Overview
Overview
The IT Service catalogue is at the heart of ServiceNow and is the structured collection of information about all live services delivered by IT to our customers. Beyond service descriptions, taxonomies and SLAs, this component is also about how we deliver services to our customers and the user experience we provide them with.
Request Management is the process that immediately follows the submission of a request from the Service Catalogue. It includes the approval of the overall request and/or individual requested items and the subsequent fulfillment of those requests.
The goals for IT Service Catalogue/Service Request Management are to:
- introduce workflows and efficiencies to improve the user experience for both requesters and request fulfillers
- establish a governance process for ongoing maintenance of the Service Catalogue
User Impact
Service Catalogue
The IT service catalogue provides our customers with self-service opportunities. The self service portal will be a place where customers can request IT service and product offerings.
Request Management
Request Management allows catalogue items to be requested and fulfilled based on defined workflows. These workflows will provide customers with insight as to the state of their requests (e.g. awaiting approval; in process; etc.) will realizing greater efficiencies for IT provider groups.
Timelines & Activities
What's Happening/Up Next
Request Management went live as part of Release #3 along with Incident Management and Hardware & Asset Management in March 2021.
- April 2021: outstanding defects and enhancements identified since go-live have been addressed
- May/June 2021: ServiceNow Quebec upgrade to be implemented
- details of new features/enhancements impacting Service Catalogue/Request Management TBA
- August 2021: anticipated go-live of release #4: Self-Service Portal
Past Activities
March 2021
- Go-live
February 2021
- Continued remediation of defects/enhancements
January 2021
- Remediation of defects and enhancements
December 2020
- UAT Completed
June 2020
- Started Sprint 7: Request Management and Self-Service Portal
May 2020
- Finalized Sprint for Request Management
April 2020
- Identified major roles required for Request Management
February 2020
- Sprints for IT Service Management begin
October 2019
[Oct. 2019] Representatives from SuMO and ServiceNow were on-site demonstrating the out-of-the-box capabilities of each ServiceNow component to key stakeholders across Sheridan. As a prerequisite to these demos, the process owners for each component were asked to create and submit their user stories, outlining the:
- current state of operations
- challenges faced
- desired outcomes for implementation
Discussions regarding best-practices, and how ServiceNow can be best used to align to Sheridan's practices were integral parts of these workshops.
Workshop Participants: Barbara Buchalski, Vikram Saili, Judy Garcia, Angelo Spina, Bob Pearce (FAST), Brian Smith (CTL), Kevin McDermott, Adrian Balaura, Martin de Bernardo (FAAD)
