ServiceNow Process Guide

ServiceNow Process Guide

Service Catalog and
Request Fulfillment
Istanbul Edition
V1.4

Service Catalog and Request Fulfillment
Process Guide: Istanbul Edition
TABLE OF CONTENTS

1. INTRODUCTION ............................................................................................................................ 4
1.1. DOCUMENT OVERVIEW ................................................................................................................ 4
2. SERVICE CATALOG MANAGEMENT PROCESS ................................................................................. 4
2.1. PRINCIPLES AND BASIC CONCEPTS ................................................................................................. 4
2.1.1. PROCESS DESCRIPTION ................................................................................................................. 4
2.1.2. PROCESS GOAL ............................................................................................................................ 4
2.1.3. PROCESS SCOPE ........................................................................................................................... 5
2.1.4. PROCESS OBJECTIVES ................................................................................................................... 5
2.1.5. POLICIES .................................................................................................................................... 5
2.1.6. ROLES AND RESPONSIBILITIES ......................................................................................................... 5
2.1.7. USER INTERFACE .......................................................................................................................... 6
2.1.8. SERVICE CATALOG VIEWS .............................................................................................................. 6
2.1.9. CATALOG ITEMS .......................................................................................................................... 6
2.1.10. SERVICE CATALOG DESIGN CONSIDERATIONS .................................................................................... 6
2.1.11. RELATIONSHIP WITH OTHER PROCESSES .......................................................................................... 7
2.2. PROCESS ACTIVITIES .................................................................................................................... 7
2.2.1. PROCESS OVERVIEW ..................................................................................................................... 8
2.2.1.1. Diagram ..................................................................................................................... 8
2.2.1.2. Activity Description .................................................................................................... 8
2.2.2. PLANNING AND DESIGN ................................................................................................................ 9
2.2.2.1. Diagram ..................................................................................................................... 9
2.2.2.2. Activity Description .................................................................................................... 9
2.2.3. PUBLISH AND MAINTAIN ITEMS .................................................................................................... 11
2.2.3.1. Process Flow ............................................................................................................ 11
2.2.3.2. Activity Description .................................................................................................. 12
2.3. PROCESS GOVERNANCE .............................................................................................................. 12
2.3.1. CONTROLS ................................................................................................................................ 12
2.3.2. MEASUREMENT ......................................................................................................................... 12
2.3.3. DASHBOARDS AND REPORTING .................................................................................................... 13
2.3.3.1. Process KPIs ............................................................................................................. 13
2.3.3.2. Operational Data ..................................................................................................... 13
2.3.3.3. Reports and Homepages .......................................................................................... 14
3. REQUEST FULFILLMENT PROCESS ................................................................................................ 14
3.1. PRINCIPLES AND BASIC CONCEPTS ............................................................................................... 14
3.1.1. PROCESS DESCRIPTION ............................................................................................................... 14
3.1.2. PROCESS GOAL .......................................................................................................................... 14
3.1.3. PROCESS SCOPE ......................................................................................................................... 14
3.1.4. PROCESS OBJECTIVES ................................................................................................................. 14
3.1.5. POLICIES .................................................................................................................................. 15
3.1.6. ROLES AND RESPONSIBILITIES ....................................................................................................... 15
3.1.7. REQUEST STATES ....................................................................................................................... 15
3.1.8. REQUEST APPROVAL STATES ........................................................................................................ 16
3.1.9. RELATIONSHIP WITH OTHER PROCESSES ........................................................................................ 16
3.2. PROCESS ACTIVITIES .................................................................................................................. 17
3.2.1. FULFILL REQUESTS ..................................................................................................................... 17
© 2017 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 2
3.2.1.1. Process Flow ............................................................................................................ 17

3.2.2.1. Activity Description .................................................................................................. 18
3.3. PROCESS GOVERNANCE .............................................................................................................. 19
3.3.1. CONTROLS ................................................................................................................................ 19
3.3.2. MEASUREMENT ......................................................................................................................... 19
3.3.3. DASHBOARDS AND REPORTING .................................................................................................... 19
3.3.3.1. Process KPIs ............................................................................................................. 19
3.3.3.2. Operational Data ..................................................................................................... 19
3.3.3.3. Reports and Homepages .......................................................................................... 20
APPENDICES ....................................................................................................................................... 21
APPENDIX A: DIAGRAM CONVENTION ........................................................................................................ 22
APPENDIX B: SERVICE CATALOG DESIGN CONSIDERATIONS ........................................................................... 23


1. Introduction
The concepts described in this guide are aligned with the ServiceNow Service Catalog and ITIL 2011 and may
reference capabilities that are dependent upon other ServiceNow applications. These references will be noted by
blue italicized font.
1.1. Document Overview

A process is defined as a set of linked activities that transform specified inputs into specified outputs, aimed at
accomplishing an agreed-‐upon objective in a measurable manner. The process definition laid out in this document
further breaks down these activities into actions and the role(s) responsible for their execution.
This document also describes how ServiceNow:
• Supports the service catalog management process by providing a consistent and intuitive ordering experience
for users and customers to order predefined, bundled goods and services while limiting the customer view to
only those items that they are permitted to order.
2. Supports the request fulfillment process with its abilities to receive, validate, authorize, route, track, and
execute the fulfillment of service requests.
3. Service Catalog Management Process
3.1. Principles and Basic Concepts

3.1.1. Process Description

The service catalog is a database containing information about all live and pre-‐paring to go-‐live services. It is used
to support the sale and delivery of services to users customers and includes information about deliverables,
options, prices, delivery and performance targets, and operational support.
Service Catalog management is responsible for managing the lifecycle of all catalog items, by producing and
maintain the services in the service catalog and ensuring that a central, accurate and consistent source of data is
provided.
Service Catalog Management relies heavily on:
• The Change Management process for controlling changes to the service catalog.
• The Request Fulfillment process for fulfilling items defined in the service catalog.
3.1.2. Process Goal

The goal of the service catalog management process is to provide and maintain a single source of consistent
information on all operational services and those being prepared to be run operationally, and to ensure that it is
widely available to those who are authorized to access it.

3.1.3. Process Scope

The scope of Service Catalog Management includes:
• The production and maintenance of the service catalog.
• Maintaining accurate information on all operational services
• Adding and maintaining accurate information on all services preparing to be available operationally.
3.1.4. Process Objectives

The objectives of service catalog management are to:
• Manage the information contained within the service catalog.
• Ensure that the service catalog is accurate and reflects the current details, status, interfaces, and
dependencies of all services that are being run in the live environment.
• Ensure that the service catalog is made available to those approved to access it in a manner that supports
their effective and efficient use of service catalog information.
• Ensure that the service catalog supports the evolving needs of all other service management processes for
service catalog information, including all interface and dependency information.
3.1.5. Policies
Policies are formally documented management expectations and intentions that are used to direct decisions and
ensure consistent and appropriate implementation of processes, standards, roles, and activities. Policies may also
dictate specific tool requirements. Examples of common service catalog management policy topics include:
• Use of a single catalog system for all requests.
• Ensuring the catalog is kept up-‐to-‐date and accurate.
• The service catalog is the source of record for all service requests.
• Retired services will be kept for historical purposes but will not be available for selection by requesters.
3.1.6. Roles and Responsibilities

There are three (3) roles defined in the ServiceNow Process:
• Service Catalog Manager: The Service Catalog Manager is responsible for:
o Assigning approved Change tasks to Catalog Editors for execution.
o Coordinating interfaces between service catalog management and other processes.
o Ensuring that all operational services (and those being prepared) are recorded within the service catalog.
o Ensuring that all information within the service catalog is accurate and up to date.
o Ensuring that appropriate views of the service catalog are maintained and made available to those for
whom they are targeted.
• Catalog Editor: The Catalog Editor is responsible for:
o Creation of new catalog items and associated execution plans.
o Modification of existing catalog items and execution plans.
o Publishing new and modified catalog items.
o Retiring obsolete catalog items.

• Service Owner:
Each service must have a designated owner. The service owner is accountable for the delivery of a specific IT
service and is responsible to the customer for the initiation, transition, and ongoing maintenance and support
of that service. It is possible that a single person may fulfill the service owner role for more than one service.
This role is the sponsor of the specific service execution plan, regardless of the number of actual groups
involved in delivering the service, and is ultimately responsible for ensuring that the service is being delivered
within the expected timeframe and/or cost allocated to it. The service owner usually does not get involved in
the fulfillment of individual service requests.
3.1.7. User Interface

The service catalog is the action entry point to the products and services provided by the IT organization and offers
great opportunities for self-‐help practices. Ideally, the user interface enables the requester to easily select and
enter service request details, communicates service delivery targets to the requester, and routes the service
request to the appropriate approver(s) and/or fulfillment team(s).
3.1.8. Service Catalog Views

Multiple service catalogs can be created to allow different views (e.g. IT Services, Business Services, IT Operations).
The homepage for a service catalog lists the goods and services available to order from that catalog. Catalog items
are grouped into categories, which can also contain one or more subcategories. By default, the first 10 items in a
category appear under the category name on the service catalog homepage.
• The service catalog contains details of all the IT services delivered to the customers (customer-‐facing services).
This is the customer view of the service catalog. In other words, this is the service catalog for the business to
see and use.
• The technical catalog contains details of all the supporting IT services necessary to provision the services to
the business. The technical service catalog is primarily used by IT to request services from IT and should not be
visible to customer. ServiceNow provides the ability to maintain multiple views of the service catalog.
3.1.9. Catalog Items

The overall catalog is made up of a collection of discrete catalog items. A catalog item can be thought of as a
specific good or service. If something can reasonably be ordered by itself, it's a catalog item. If something only
really makes sense as part of a greater whole, it is part of an item, rather than an item in and of itself. For example,
a new desktop computer is a catalog item, as is an executive desk, but the desktop computer includes multiple
components (CPU, monitor, keyboard, and mouse) whereas the executive desk does not. A service catalog item
description should include information about the service provided, intended audience, cost, and other pertinent
details so that the requestor fully understands the item being requested.
3.1.10. Service Catalog Design Considerations

While there is no single correct way to structure and deploy service catalogs, there are several design and
implementation recommendations that should considered to ensure a more successful initial customer experience.
See Appendix B for a list of considerations.

3.1.11. Relationship with Other Processes

Process Relation Description Input Output
Change A request for change (RFC) is created an approved before changes
X
Management are made to the service catalog.
Change requests are updated after modifications have been made

to the service catalog. X
Request The service catalog is an entry point to the request fulfillment
Fulfillment process providing the customer a mechanism to make service
X
Management selections and provide information needed to execute the
appropriate fulfillment plans.
Asset and This process works with service catalog management to ensure that
Configuration information in the CMDB and service catalog are appropriately
Management linked together. This provides an accurate and comprehensive view X
of the dependencies between services, customers, service assets,
and CIs.
Service Level SLM negotiates specific levels of service warranty to be delivered
Management which will be reflected in the service catalog. X
(SLM)

3.2. Process Activities
Roles are responsible for performing specific process activities. A RACI diagram visually indicates these
responsibilities. The following guidelines are used in defining the RACI model for each process step:
• R à Responsible
o Who is/will be doing the task(s)?
o Who is assigned to work the task(s)?
• A à Accountable
o Who’s “head will roll” if this goes wrong?
o Who has the authority to make decisions and drive actions?
• C à Consulted
o Who can tell me more?
o Who can provide guidance/direction?
• I à Informed
o Who is dependent on the outcomes?
o Who has to be kept updated on progress?


3.2.1. Process Overview

3.2.1.1. Diagram

Figure 1: Service Catalog & Request Fulfillment Process Overview

3.2.1.2. Activity Description

The Service Catalog Management Process is designed to manage the lifecycle of catalog items including:
creating, modifying, publishing, and retiring. The Request Fulfillment Process is designed to manage the
fulfillment of service requests ordered through the service catalog.
ID Activity Description
CAT P Service Catalog • The service catalog management team and key stakeholders decide and
Management document, in the Service Catalog Management Plan, the scope of the
Process service catalog.
Planning • This activity is always performed when the process and services are being
defined and setup. Additionally, it is good practice to periodically review
the Service Catalog Management Plan to ensure that the process remains
relevant to the support needs of the organization and is aligned to
Continual Service Improvement.
CAT 1.0 Publish and • Receive approved change requests for additions, modifications, and
Maintain Items retirement of catalog items.
• Assign change request tasks for execution.
• Execute the activity approved in the change request.
• Update the change request when complete.
REQ 1.0 Initial Support • Request Service through the service catalog.
• Review and approve service requests, where required.
• Fulfill service requests.

CAT C Continual
Ongoing activities to regularly measure and monitor the efficiency and
Service
effectiveness of the process and identify, plan and implement improvements.
Improvement

3.2.2. Planning and Design
3.2.2.1. Diagram

Figure 2: ServiceNow Service Catalog Planning and Design


During this planning activity, the services that will be in scope, the catalog items, the catalog structure,
and the processes for how catalog items will be managed, controlled, and measured are defined in the
Service Catalog Management Plan. Once the Plan is reviewed and approved, existing catalog items are
loaded/built and the processes are implemented.
Define Service • Define and maintain the Service Catalog Management strategy for
Catalog implementing, managing, maturing, and continually improving the
CAT P1 Management Service Catalog and the Service Catalog Mangement Process.
Policy and • Define and maintain the Policies needed to control actions in alignment
Strategy with the defined strategy.
Determine the services and items that will be offered in the service catalog so
that appropriate fulfillment plans and methods can be defined. Consideration
CAT P2 Define Services should be given to:
Existing SLAs
Financial arrangements

Approvals
CAT P.3 Define Catalog The overall catalog is made up of a collection of discrete catalog items. A
Items catalog item can be thought of as a specific good or service. If something can
reasonably be ordered by itself, it's a catalog item.
CAT P.4 Define Service With the participation of the different customer and business stakeholders:
Catalog Identify the different categories in which the services and items will be
Structure grouped and organized to facilitate easiest access and use by all users.
Determine the various service catalog views (IT vs. customer-‐facing) that are
needed based on pre-‐existing SLAs and organizational policies.
CAT P.5 Define Service There are a number of ways to grant or deny access to a service catalog item
Catalog Security or category. Catalog entitlements can be established based on role, company,
department, group, user, or location.
• When required, identify the users responsible for authorizing catalog
item requests.
Define • Fulfillment groups perform the tasks related to fulfilling an order. This
Approvers and can include approving an order (depending on content, price, or other
CAT P6
Fulfillment factors) or any direct action required to complete the order (such as
Groups loading software, installing hardware, or other actions). Any existing
group in ServiceNow (User Administration > Groups) can be assigned
fulfillment tasks.
CAT P.8 Define With involvement from the various service fulfillment support groups, define
Execution Tasks the tasks required to deliver each service catalog item, so that automated
fulfillment models (workflows) can be created to efficiently manage the
assignment and sequencing of those tasks.
• ServiceNow has many controls, KPIs, and data models in place, aligned to
good practice. However, as their may be unique requirements for your
organization, consider carefully the following items.
o Controls you need in place to help manage the processes.
Define
Application and o KPIs you want to measure.
CAT P8
Functional o Data you need to share.
Requirements
• Define the functional requirements for forms, views, execution tasks,
approvals, dashboards, reports, etc.
• Define the data to be captured aligned to the controls, KPIs, and
functional requirements.
• Document all details from CAT P1 through CAT P8 in a formal Service
Catalog Management Plan.
• Obtain approvals on the plan.
• Execute to the plan, be sure to consider the following in your project
planning:
CAT P9 Implement Plan
o Communication of catalog items
o Organizational cultural impact to the way people do work currently.
(e.g. training, reduction/increase in workload activities, etc.)
o Configuration to requirements
o Gathering data from all sources, scrubbing it, and loading in a

consistent format.
• Setting up Users, Groups, and roles to support service catalog
Management in ServiceNow.

3.2.3. Publish and Maintain Items
It is critical that changes made to the service catalog are controlled through the Change Management
process. Though the Service Owner is not a defined role within the ServiceNow service catalog
application, it is important that every service have a defined owner who has accountability and authority
for ensuring their services meet the needs of their business and customers.
3.2.3.1. Process Flow

Figure 3: ServiceNow Service Catalog Publish and Maintain Items Flow



Service Owner
Catalog Editor
Manager
Catalog
1. Receive and review the authorized RFC to determine

Review and any impact to the service catalog and the required
CAT 1.10 Assign Change actions to take. A/R I C
Task 2. Assign to appropriate Catalog Editor.
3. If this catalog item is to be retired, go to CAT 1.50
1. Follow the catalog item(s) specifications as
documented in the RFC from Change Management.
Create/Update 2. Ensure that all information for the new/modified
CAT 1.20 A R I
Catalog Item catalog item(s) is gathered to comply with catalog
policies.
3. Add or modify the catalog item in the service catalog.
1. When completed the new or modified catalog item(s)
are presented to the service owner for validation.
2. Validate the new or modified catalog item(s) to
Review ensure conformity.
CAT 1.30 A R R/C
Catalog Item 3. If discrepancies are identified:
• Inform the Catalog Editor of the necessary
corrections.
• Return to CAT 1.20
1. Publish the new or modified catalog item(s) into the
Publish live environment.
CAT 1.40 A/I R I
Catalog Item
2. End Process
1. Select the catalog item(s) to be retired and change
Retire Catalog uncheck “Active” box to remove from catalog views.
CAT 1.50 A/I R
Item
2. End Process
3.3. Process Governance

3.3.1. Controls
Process controls are activities that are performed to ensure a process is stable, repeatable, and operating
effectively and efficiently with only normal variations. Service Catalog Management controls include the following:
• All changes to the service catalog will be associated to an approved change record.
• All new or modified services will be reviewed and approved by the Service Owner before being published.
3.3.2. Measurement
Critical Success Factors (CSFs) identify key process objectives that must be met in order to be successful.

Key Performance Indicators (KPIs) evaluate the success of a particular activity toward meeting the CSF.
Successfully managing KPIs can be either through repeatedly meeting an objective (maintain) or by making
progress toward an objective (increase/decrease).
• Maintain or Improve Service Catalog
o Increase in the number of services managed within the service catalog as a percentage of those being
delivered and transitioned in the live environment
o Increase in completeness of the customer-‐facing views of the service catalog against operational services
o Increase in business user survey responses showing knowledge of services listed in the service catalog
3.3.3. Dashboards and Reporting

3.3.3.1. Process KPIs
• Provide information on the effectiveness of the process and the impact of continuous improvement efforts
• Are best represented as trend lines and tracked over time
• Monitored by the Process Owner
Item Purpose
Percentage of new catalog items being Indicator of the accuracy of the service catalog.
delivered and transitioned into the live
environment.
Percentage of the customer-‐facing views Indicator of business users’ awareness of the services being
that have accurate catalog items identified. provided and catalog items available.
Percentage of the IT-‐facing views that have Indicator of IT staff awareness of the technology supporting
accurate catalog items identified. services.

3.3.3.2. Operational Data
Active changes that require visibility, oversight, and possible management intervention are best tracked on a
dashboard or homepage that is monitored by the Service Catalog Manager.
Item Purpose
List of generic requests that have been Periodic review and analysis of generic requests may reveal
submitted. opportunities to improve the organization of the service
catalog or identify new services and/or catalog items that
should be added.
List of unsolicited customer survey Routine review of customer surveys may reveal service
comments. catalog improvement opportunities and/or identify needs for
service catalog education/training.
Ageing of open service catalog item review Provides a view of service catalog item review tasks that have
tasks assigned to Service Owners. not been completed on time.

3.3.3.3. Reports and Homepages

There are numerous default reports available in ServiceNow that can be used to generate charts, can be published
to a URL, or can be scheduled to be run and distributed at regular intervals. Users can also create custom reports.
See Create a Report in the ServiceNow Docs for more detail on this capability.
In addition to reports, each user can create a personal homepage and add gauges containing up-‐to-‐the-‐minute
information about the current status of records that exist in ServiceNow tables. See Customize a Homepage in the
ServiceNow Docs for details.
4. Request Fulfillment Process
4.1. Principles and Basic Concepts

4.1.1. Process Description
A service request is the mechanism by which a user formally requests one of the many standard services or catalog
items that the IT organization provides. These requests are typically, but not limited to, services or items that are
low risk, frequently performed, and low cost, or they may be requests for information. The request fulfillment
process manages the life cycle of all service requests from the users, even if those services do not currently exist.
Request Fulfillment relies heavily on the Service Catalog for request assignment and fulfillment.
4.1.2. Process Goal

A service request is a user request for information or advice, or for a standard change (a pre-‐approved change that
is low risk, relatively common and follows a procedure) or for access to an IT service.
The goal of the request fulfillment process is to manage all of the activities and tasks required to receive and fulfill
service requests in accordance with associated SLAs so that customer satisfaction is achieved.
4.1.3. Process Scope

The scope of request fulfillment includes:
• Low or no impact changes (add, move, modify, remove/retire) that can be delivered in a repeatable way,
and have been pre-‐approved by Change Management.
• Orderable requests made available for selection in the Service Catalog.
• The fulfillment of all requests as quickly as possible using:
o Defined fulfillment processes
o Defined approvals
4.1.4. Process Objectives

The objectives of the request fulfillment process are to:
• Maintain user and customer satisfaction through efficient and professional handling of all service requests.
• Provide a channel for users to request and receive standard services and catalog items for which a predefined
approval and qualification process exists.
• Provide information to users and customers about the availability, and procedure for obtaining, services and
catalog items.

• Source and deliver the components of requested standard services.

• Assist with general information, complaints, or comments.
4.1.5. Policies
Policies are formally documented management expectations and intentions that are used to direct decisions and
ensure consistent and appropriate implementation of processes, standards, roles, and activities. Policies may also
dictate specific tool requirements. Examples of common request fulfillment policy topics include:
• Use of a single management system for all requests.
• Request Fulfillment should be aligned with overall service levels and objectives.
• Hierarchical escalation for appropriate IT management notification.
• Routine audits of request records to ensure effective and efficient fulfillment of requests.
4.1.6. Roles and Responsibilities

There are four (4) roles defined in the ServiceNow Process:
• Requester: The person requesting a service request be fulfilled.
• Request Manager: The Request Manager is responsible for:
o Managing the day-‐to-‐day activities of the process; ensuring operating procedures are documented to
support the activities.
o Monitoring and controlling the fulfillment of requests.
o Reviewing requests to check for quality and completeness.
o Driving the efficiency and effectiveness of the request fulfillment process.
o Reporting on Request Fulfillment Process metrics and adherence to process and SLAs, OLAs, and UCs.
• Approver:
Various IT and business managers or designates responsible for reviewing request details and granting
approval or rejecting the request. The actual number and type of approvals required depends on the type of
request.
• Implementer:
The individual assigned to execute a specific task to fulfill the service request. Request implementers are
responsible for ensuring that their task is completed either by performing it themselves or by delegating
appropriately. In either case, the request implementer is responsible for the task and must update its status.
4.1.7. Request States

Requests should be tracked throughout their lifecycle to support proper handling and reporting. The
state of a request indicates where it is in relation to the lifecycle and helps determine what the next step
in the process might be. The typical uses of the base system state values are:
• Pending Approval: Awaiting approval on the service request.

• Approved: The request has been approved.
• Closed Complete: The request has been fulfilled as requested and closed.
• Closed Incomplete: The request could not be fulfilled as requested but has been closed.
• Closed Cancelled: The request was cancelled by the user.

• Closed Rejected: The request was not approved and has been closed.
4.1.8. Request Approval States

Request Approval states indicate where in the approval process a request is. The typical uses of the base
system state values are:
• Not yet requested: Awaiting something before requesting approval (e.g. additional information).
• Requested: Approval request has been sent to the approver.
• Approved: The request has been approved.
• Rejected: The request was not approved.

4.1.9. Relationship with Other Processes

Process Relation Description Input Output
Incident Many service requests may come in via the service desk and may be
Management initially handled through the incident management process before
being identified as a service request.
X
*Note: The ServiceNow “Service Desk Call” plugin can be used to
capture call information before making a decision about whether
the call is an incident or service request.
Likewise, incidents that are erroneously initiated as service

requests must be rerouted to the service desk for appropriate X
incident handling.
Change Standard changes and other types of requests for change (RFCs)
Management may be needed to complete fulfillment actions for certain types of X
service requests.
Asset and Information about attributes of assets and configuration items may
Configuration be used in various service catalog items that initiate service X
Management requests.
Updates to certain asset and configuration item attributes (for

example, software license counts) may be triggered from a service X
request.
Service Level SLM defines the fulfillment targets for the various types of service
X
Management requests.
(SLM)
Service requests provide historical data that enables SLM to review
X
service level agreements (SLAs) objectively and regularly.


4.2. Process Activities
Roles are responsible for performing specific process activities. A RACI diagram visually indicates these
responsibilities. The following guidelines are used in defining the RACI model for each process step:
• R à Responsible
o Who is/will be doing the task(s)?
o Who is assigned to work the task(s)?
• A à Accountable
o Who’s “head will roll” if this goes wrong?
o Who has the authority to make decisions and drive actions?
• C à Consulted
o Who can tell me more?
o Who can provide guidance/direction?
• I à Informed
o Who is dependent on the outcomes?
o Who has to be kept updated on progress?

4.2.1. Fulfill Requests

In fulfill requests the requester selects a service from the service catalog, enters any required
information and submits the request. If approval is required (e.g. to get a new laptop), the request is
automatically routed to the approver(s). Once approved, or if no approval is required, the request,
request items, and request tasks are routed to the the appropriate fulfillers to complete.
4.2.1.1. Process Flow

Figure 3: ServiceNow Fulfill Requests Flow



Fulfillment
Requester
Approver
Manager
Request
Fulfiller
1. Select a category and catalog item from the

Service Catalog assigned to the requester’s
role.
Request 2. Complete all requested formation
REQ 1.10 A/R I I
Service
3. Submit the request
4. If request does not require an approval, go to
REQ 1.30.
Many requests (such as financial or
•
compliance-‐related) may require some form of
approval prior to fulfillment. Depending on the
execution plan or workflow on which the
submitted request is based, predefined
approval and/or execution tasks are triggered
Review Service
REQ 1.20 once the request is submitted I A R I
Request
• A request that does not require approval is
automatically assigned to the first predefined
fulfillment group identified in the associated
execution plan or workflow.
• If the request is not approved, it is marked as
“Closed Rejected” and process ends.
Fulfillment groups perform any work related to the
item or service delivery based on the tasks
generated by the request. They then update the
Fulfill and task state to ‘Completed’.
REQ 1.30 Update Service After all the tasks associated with the request have I A R
Request been marked as completed, a notice is sent to the
requester and/or recipient to confirm fulfillment,
and then the request is marked as “Closed
Complete”.


4.3. Process Governance

4.3.1. Controls
Process controls are activities that are performed to ensure a process is stable, repeatable, and operating
effectively and efficiently with only normal variations. Request Fulfillment controls include the following:
• The Service Desk Function, the Service Catalog/Self-‐Service portal will be the only interfaces for users
requesting services.
• Service Requests fulfilled by Service Desk (tier 1 and tier 2) will be completed within SLA defined resolution
times.
• Service Requests that cannot be fulfilled by Service Desk will be escalated to Level 2 or Level 3 support within
OLA defined escalation times.
4.3.2. Measurement
Critical Success Factors (CSFs) identify key process objectives that must be met in order to be successful.
Key Performance Indicators (KPIs) evaluate the success of a particular activity toward meeting the CSF.
Successfully managing KPIs can be either through repeatedly meeting an objective (maintain) or by making
progress toward an objective (increase/decrease).
• Maintain or Improve Request Fulfillment Delivery
o Reduction in Fulfillment Time
o Reduction in Service Request Backlog Count
o Increase in SLA Adherence
4.3.3. Dashboards and Reporting

4.3.3.1. Process KPIs
• Provide information on the effectiveness of the process and the impact of continuous improvement efforts
• Are best represented as trend lines and tracked over time
• Monitored by the Process Owner
Item Purpose
Number and percentage of service requests Measure of how well service request SLAs are achieved.
completed within agreed target times.
Total number of requests by type. Indicator of services where fulfillment efficiency is most
important.
Size of outstanding service request backlog. Indicator of workload issues that can negatively impact
service fulfillment and customer satisfaction.
Average user/customer satisfaction survey Measure of customer satisfaction with IT service delivery.
score.

4.3.3.2. Operational Data

Active requests that require visibility, oversight, and possible management intervention are best tracked on a
dashboard or homepage that is monitored by the Request Manager.
Item Purpose
List of open requests that have exceeded Provides quick view of open requests that have breached
target times. SLAs and need immediate attention.
Pie chart of service request backlog by type. Provides quick view (with drill-‐down capability) of those
fulfillment areas that need improvement.
List of requests by type that were initially Requests and incidents that are frequently logged in error
reported as incidents (and vice versa). create additional work for the service desk and increase time
to completion. These situations should be investigated to
determine why they occurred and what corrective measures
can be taken.
List of open requests that have exceeded Provides quick view of open requests that have breached
target times. SLAs and need immediate attention.

4.3.3.3. Reports and Homepages
There are numerous default reports available in ServiceNow that can be used to generate charts, can be published
to a URL, or can be scheduled to be run and distributed at regular intervals. Users can also create custom reports.
See Create a Report in the ServiceNow Docs for more detail on this capability.
In addition to reports, each user can create a personal homepage and add gauges containing up-‐to-‐the-‐minute
information about the current status of records that exist in ServiceNow tables. See Customize a Homepage in the
ServiceNow Docs for details.


Appendices


Appendix A: Diagram Convention

Symbol Description
Process start: Represents the starting point of the process.
Process end: Represents the ending point of the process.
Process activity or task: Presents an activity or task that needs to be accomplished to
produce a specific outcome.

Predefined external process or organization: Indicates a contribution from an

external process or organization.

Off-‐page reference: Indicates a reference to another diagram within the same
process. The number of the referenced diagram is indicated in the shape.

On-‐page reference: Indicates a link to another activity within the same diagram.

State reference: Indicates the current process state within ServiceNow.

Association: Indicates an association or a relation between the connected,
applications, processes, tasks, or activities. May be represented by a dotted or dashed
line.
Sequence flow: Shows the order in which the activities are performed. Represented
by a solid line and arrowhead.
Positive Decision flow: If the condition identified is met, the process flows in this
direction.
Negative Decision flow: If the conditions identified in one or more positive decision
flows, the process defaults to flow in this direction.


Appendix B: Service Catalog Design Considerations

The service catalog is the entry point for customers to request goods and services from the IT organization.
Creating a good first impression and ordering experience is of utmost importance to ensure customer satisfaction.
The following recommendations should be considered when designing and implementing a service catalog:
• Keep it simple.

- Limit the number of categories that are used to group the services. Too many categories can increase
confusion and frustration for new and/or infrequent users of the catalog.
- Limit the number of services that are listed under each category on the initial catalog page to the top
10 most frequently requested items. Provide an option to view more items within the category, if
needed.
• Provide an option to submit a generic request that is assigned to the service desk. This option may be
worded as “Can’t find what you are looking for?”
• All wording must be in language that is easily understood by the customer.
• The organization of the catalog must be intuitive for the customer. Conduct focus sessions with
infrequent customer requesters to test the service catalog’s ease of use.
• Do not require the requester to enter information on the request form if it can be retrieved from the
CMDB.
• Let the requester know if approval is needed before the item is ordered. This provides the requester an
opportunity to reconsider and perhaps make a different decision before placing the order.
• Provide the ability to collect unsolicited user opinion data for purposes of continual service improvement
on the service catalog.
• Consider introducing the service catalog with a limited subset of services (for example, the top 5-‐10
request types) or introducing it to a limited audience. This provides the opportunity to receive feedback
and make modifications to the service catalog prior to full implementation.



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TABLE OF CONTENTS

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3.2.1.1. Process Flow ............................................................................................................ 17

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1.1. Document Overview

3. Service Catalog Management Process

3.1. Principles and Basic Concepts

3.1.2. Process Goal

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3.1.3. Process Scope

3.1.4. Process Objectives

3.1.6. Roles and Responsibilities

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3.1.7. User Interface

3.1.8. Service Catalog Views

3.1.9. Catalog Items

3.1.10. Service Catalog Design Considerations

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3.1.11. Relationship with Other Processes

Change requests are updated after modifications have been made

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3.2.1. Process Overview

3.2.1.2. Activity Description

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© 2017 ServiceNow, Inc. All rights reserved.

© 2017 ServiceNow, Inc. All rights reserved.

3.2.3.1. Process Flow

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3.2.3.2. Activity Description

1. Receive and review the authorized RFC to determine

3.3. Process Governance

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3.3.3. Dashboards and Reporting

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3.3.3.3. Reports and Homepages

4. Request Fulfillment Process

4.1. Principles and Basic Concepts

4.1.2. Process Goal

4.1.3. Process Scope

4.1.4. Process Objectives

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• Source and deliver the components of requested standard services.

4.1.6. Roles and Responsibilities

4.1.7. Request States

• Pending Approval: Awaiting approval on the service request.

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4.1.8. Request Approval States

4.1.9. Relationship with Other Processes

Likewise, incidents that are erroneously initiated as service

Updates to certain asset and configuration item attributes (for

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4.2.1. Fulfill Requests

4.2.1.1. Process Flow

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4.2.2.1. Activity Description

1. Select a category and catalog item from the

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4.3. Process Governance

4.3.3. Dashboards and Reporting

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© 2017 ServiceNow, Inc. All rights reserved.

© 2017 ServiceNow, Inc. All rights reserved.

Appendix A: Diagram Convention