A Guide to ServiceNow Request Management Essentials

ServiceNow request management is a perfect way to ensure that customer, employee, and stakeholder needs are constantly tracked and resolved on time. It’s pretty hard to find the perfect request management software that accommodates a company’s workflow, deals with issues, tracks the status of every request, and increases customer satisfaction. Still, service request management in ServiceNow can help manage the entire life cycle of a service request and increase business productivity.

In this article, you will have a chance to learn more about ServiceNow service request management, including what is request management in ServiceNow, its key features and benefits, and the best implementation strategies for your organization.

A Guide to ServiceNow Request Management Essentials

What is ServiceNow Request Management

ServiceNow request management is an efficient tool of the Now platform used to manage different kinds of reports from customers, employees, and other stakeholders. This critical component offers organizations a wide range of features and request management tools to help boost their request management process, provide consistent service, and streamline their productivity. It allows for managing and prioritizing requests, tracking their status, and assigning tasks to specific teams. 

When a service request is received, a ticket is created and assigned to a specific individual or team to resolve it. When problems occur, the ticket is put on hold or moved to another specialist until it is completed. Service request management software allows for tracking progress and solving each request in the best way possible. 

ServiceNow Request Management Benefits

Service request management ServiceNow is a pivotal solution for organizations intending to address, monitor, and execute on request, bringing significant advantages for companies. 

  • Centralized Efficiency: Acting as a centralized platform, ServiceNow streamlines request management processes, leading to improved efficiency and accelerated completion times. This consolidation minimizes the time and resources required for managing requests, ultimately enhancing operational effectiveness.
  • Enhanced Customer Experience: ServiceNow empowers users to effortlessly submit requests, track updates, and monitor progress through self-service portals accessible to customers, employees, and stakeholders. This seamless interaction fosters higher levels of customer satisfaction and cultivates stronger relationships with stakeholders.
  • Real-Time Visibility: ServiceNow provides increased real-time visibility into request progress, enabling organizations to track request status, identify potential complications, and ensure timely completion. This proactive approach enhances operational transparency and enables swift issue resolution.
  • Optimized Resource Allocation: Leveraging ServiceNow’s resource utilization capabilities, organizations can distribute resources more effectively, improving service request management processes. Tasks can be assigned to individuals and teams, prioritized based on urgency, and tracked seamlessly, resulting in optimized workflow efficiency.
  • Collaborative Work Environment: ServiceNow facilitates enhanced collaboration among individuals involved in request management. ServiceNow fosters a culture of teamwork and cooperation by providing platforms for sharing information, communicating effectively, and collaborating on requests, ultimately driving improved outcomes.

ServiceNow Request Management Key Features

ServiceNow Request Management Key Features

ServiceNow request management provides companies with the fastest way to cope with service requests while improving employee efficiency and providing fast and accurate support. Let’s have a look at its key features. 

Service Catalog

The service catalog provided by ServiceNow is fully customizable and configurable, allowing companies to tailor it to meet specific needs. It is a comprehensive collection of services, products, and information that customers, employees, or vendors can request. This flexibility ensures that organizations can cater to diverse request types efficiently.

Request Fulfillment

Request fulfillment encompasses various essential functions, including tracking, managing, prioritizing, and approving requests. ServiceNow streamlines this process by enabling organizations to assign tasks to specific teams or employees and effectively control the completion status. By centralizing these operations, ServiceNow ensures that requests are handled promptly and systematically.

Reporting and Analytics

ServiceNow enhances reporting and analytics capabilities, enabling organizations to gain deeper insights into request management processes. It empowers users to monitor and analyze trends, workflow efficiency, and outcomes effectively. Moreover, ServiceNow can generate custom, detailed reports on request volume, completion time, and other key metrics, facilitating informed decision-making and continuous improvement.

Workflow Management

Automation is at the core of ServiceNow’s workflow management capabilities. Organizations can customize their workflows to seamlessly align with their unique organizational needs. It includes defining task assignments, approval processes, and notifications. By automating routine tasks and streamlining processes, ServiceNow enhances operational efficiency and ensures consistent adherence to organizational policies and standards.

Self-Service Portals

ServiceNow offers intuitive, easy-to-use self-service portals that can be customized to match the organization’s branding and requirements. These portals empower customers, stakeholders, and employees to effortlessly request information, products, or services. Users can track the status of their requests in real time and receive updates, fostering transparency and improving user satisfaction.

Mobile Access

With ServiceNow, customers, stakeholders, and employees can access the service catalog and submit requests directly from their mobile devices. This mobile accessibility enhances convenience and flexibility, enabling users to engage with the request management system anytime, anywhere.

Integration with other Now Modules

Service request management seamlessly integrates with other ServiceNow modules, such as Problem Management, Change Management, and Incident Management. This integration enhances service management capabilities by providing a holistic view of organizational processes and facilitating cross-functional collaboration.

Access Control

ServiceNow prioritizes security and data protection through robust access control features. Organizations can enforce strict access policies to safeguard sensitive data and ensure it is accessible only to authorized individuals. This proactive approach to security helps mitigate risks and maintain compliance with regulatory requirements.

Understanding ServiceNow Request Management Process

Understanding ServiceNow Request Management Process

Service request management process consists of several important steps while dealing with a service request.

Step 1: Request Submission

Depending on organizational preferences, employees initiate service requests through various channels like email, phone, or social media. Some companies utilize service desks, mobile apps, and employee portals for documentation.

Step 2: Request Evaluation

The relevant team or department assesses the request, considering factors like urgency, fulfillment process, and the need for IT or HR approval. For significant requests, this evaluation may involve multiple employees or departments.

Step 3: Fulfillment Phase

Once evaluated, teams proceed with fulfilling the request. It involves assigning responsibilities, gathering necessary information, and estimating completion dates based on the request’s specifics.

Step 4: Closure and Archive

The request ticket is closed and archived upon successful fulfillment. Companies may conduct performance evaluations to assess the effectiveness of teams, departments, or individuals involved in the request management process.

Step 5: Feedback Collection

Companies may seek employee feedback to confirm request completion and demonstrate commitment to employee satisfaction. This feedback loop helps maintain transparency and improve the request management process iteratively.

ServiceNow Request Management Best Practices

ServiceNow Request Management Best Practices

To provide an efficient workflow, organizations have to manage service requests promptly. Below, you will find ServiceNow request management best practices to provide the best service request management.

Establish a Standardized Service Catalog

A service catalog is an essential request management element in ServiceNow for companies that want to help team members resolve any new or confusing issue they are facing. It provides them with a record of all the services that can be delivered and instructions about their performance. It’s a sort of database available for all employees so they can ensure that every ticket receives equal pattern and quality of service. 

Implement Automated Workflows

Automation is a strong feature, mainly when service management includes repetitive and low-effort tasks. It helps quickly prioritize tickets and shows the ones that need immediate resolution or special attention. It allows the resolution of ordinary issues and requests without manual intervention. Companies can customize their workflows and include additional options to reduce workloads, improve accuracy, and provide quick request completion. 

Provide a Self-Service Portal

The self-service portal is an available resource to offset the company’s workload. Users and employees can create requests easily, and the portal will keep them informed about the status of their ticket. With all the available resources and articles, many issues can be solved even before an official request is made by a user. The fulfillment will contribute to increasing overall satisfaction.

Define Service Level Agreements (SLAs)

Keeping records and documenting all processes, procedures, and Service Level Agreements (SLAs) allows teams to manage more complex requests and extract important data for reviewing and enhancing fulfillment strategies. Defining SLAs is an important element for building trust between the IT team and the customer. 

Utilize Comprehensive Reporting and Analytics

Tracking and reporting on critical metrics for measuring service request management success is very important and allows organizations to track trends, outcomes, and workflow. Reports will enable the optimization of the fulfillment process, highlight the successful solutions for request completion, and check where growth is needed.

Power BI Connector for ServiceNow allows you to connect ServiceNow to Power BI. It helps identify the most critical metrics and provides companies with consolidated reports because of a wide choice of Power BI Dashboard Templates, the ServiceNow Request Management Dashboard being the most extensive and advanced solution. It also allows you to generate custom reports according to specific criteria. 


Modern organizations must provide necessary support and service for customers, employees, and stakeholders to operate effectively, but it’s not always easy. Without a structured and standardized approach, they will experience confusion, lack of transparency, and inefficient work. 

In this article, we’ve tried to answer the question about request management in ServiceNow and why it’s so crucial for fulfilling a need from the end user. An excellent request management system makes the company’s workflow easier, helping to prioritize a request and assigning it to a specific team. With ServiceNow request management, companies can benefit from increased productivity, happier customers, and more efficient and accurate request completion. 

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