Information Technology is on a mission to review and update ServiceNow requests that have become too broad or contain multiple requests within a single form. The goal is to create smaller, more focused requests that are easier to understand, submit and fulfill.
What’s changing?
Historically, requests were organized by department and included multiple services or request types within a single form. As the catalog has evolved, this structure has become difficult to navigate and maintain.
To improve the experience, IT is:
- Reorganizing into categories rather than departments
- Breaking large, complex catalog items into smaller requests
- Simplifying forms to collect only the information needed for fulfillment, in terms that non-IT colleagues can understand
- Aligning workflows with the teams responsible for completing the work
- Improving searchability and the overall user experience
Who is creating the requests?
The IT colleagues that fulfill the work are actively involved in designing and building the new requests. This helps ensure:
- The right information is collected at the time of submission
- Tasks are routed correctly
- Workflows align with the fulfillment process
- Requests can be completed more efficiently
What should colleagues expect?
As these updates are released, colleagues may notice:
- New catalog items appearing in search results
- Existing requests being renamed, reorganized or moved into new categories
- More targeted request options instead of larger request forms
- Department-based navigation being replaced with category-based organization
Benefits of these updates
These improvements are designed to:
- Make it easier to find the right request
- Improve the search experience
- Reduce confusion during submission
- Capture the information needed up front
- Increase fulfillment efficiency
- Reduce overall processing time
Introducing new requests
- The following requests have been updated as part of this effort and are now available within ServiceNow.