Citizenry

A Good Leader Fears the Citizenry

December 2, 2021Posted inArchitecture, Custom Applications, Design, Platform, UpgradesNo Comments
“a camel is a horse designed by a committee” - Proverb Over the past few years, there’s been a movement in the business world to espouse the concept of “citizen development”. Gartner defines a citizen developer in this way: A citizen developer is an employee who creates application capabilities for consumption by themselves or others, using tools that are not actively forbidden by IT or business units. A citizen developer is a persona, not a title or targeted role. They report to a business unit or function other than IT. Gartner: Definition of Citizen Developer ServiceNow has espoused this concept…
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…