Service Requests

Not All Requests for Service are Service Requests

March 1, 2021Posted inBusiness Strategy, ITSM, PlatformNo Comments
This is a topic as old as the ServiceNow platform. Since the initial applications built on ServiceNow were ITSM, from the ITIL framework, Service Request has been a point of interest for years. The generally accepted ITIL definition of a Service Request is “request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery”. (This differentiates from Incident, in that it doesn’t involve a restoration of Service.) The key part of this is “agreed as a normal part of service delivery”. Companies often struggle with what…
State of the State

The State of State

January 10, 2021Posted inPlatformNo Comments
I consider this my first “blog” about a ServiceNow platform issue, but one that formed itself as a customer email back in 2013. In the years since, the problem hasn’t gone away; in fact, it’s only grown as the platform has expanded. Background: Throughout ServiceNow's product history, there have been multiple ways to handle the "state" of a Task and its extended tables. At times, the state field that existed on Task served for all extended tables, and divergent values were done through the Choice list table. Extended tables use the Task level states unless "overridden" by table specific values…