ServiceNow Request Management

Request Management in ServiceNow handles everything an employee needs that isn't a break/fix issue. While Incident Management restores something that broke, Request Management fulfills something that needs to happen — access, equipment, software, onboarding, and more. Understanding the full request lifecycle helps both administrators and fulfillment teams work efficiently.

Request vs. Incident: A Clear Distinction

INCIDENT: "My VPN stopped working — it was working yesterday."
           → Something broke. Fix it. (Incident)

REQUEST:  "I need VPN access set up for my new role."
           → Something new is needed. Fulfill it. (Request)

The Request Hierarchy

ServiceNow organizes requests in three levels:

REQ0001234 — Request (the container / shopping cart)
  │
  ├── RITM0001235 — Requested Item (laptop request)
  │        │
  │        └── TASK0001236 — Catalog Task (IT unbox and configure)
  │        └── TASK0001237 — Catalog Task (Deliver to employee's desk)
  │
  └── RITM0001238 — Requested Item (software access request)
           │
           └── TASK0001239 — Catalog Task (Provision software license)

The REQ holds all requested items together as one order. Each RITM represents one item requested. Each catalog task under a RITM represents one step in the fulfillment process — handled by different teams in sequence or simultaneously.

Catalog Tasks

Catalog Tasks (sc_task) are the individual work assignments inside a RITM. Different teams complete different tasks. For a new employee onboarding request, catalog tasks might include:

• IT: Create user account in Active Directory
• IT: Provision email mailbox
• Facilities: Set up desk and chair
• HR: Send welcome email and handbook
• Security: Issue access badge

Each task goes to the appropriate group. Tasks can run in parallel or in sequence, depending on how the workflow is designed.

Request States and Their Meaning

REQ / RITM States:
──────────────────────────────────────────────────────
State          │ Meaning
──────────────────────────────────────────────────────
Draft          │ Started but not submitted
Submitted      │ User submitted, pending processing
Pending Approval│ Waiting for approver to act
Approved       │ Approval granted, fulfillment begins
In Progress    │ Fulfillment team is working
Fulfilled      │ Work is done
Closed Complete│ Confirmed complete, record archived
Closed Rejected│ Rejected by approver, no work done
──────────────────────────────────────────────────────

Approval Routing in Requests

ServiceNow routes approval requests automatically based on rules the administrator defines. Common approval routing patterns include:

Manager Approval

The system looks up the requester's manager field in the User table and creates an approval record for that manager. No manual routing needed — the system handles it automatically.

Group Approval

An approval task goes to an entire group. Any member of the group can approve or reject. The first response closes the approval.

Sequential Approvals

Approvals happen in order. Manager approves first, then the department head approves, then IT Security approves. The next approver only receives the request after the previous one acts.

Sequential Approval Flow:
Request Created
    → Manager approves
        → Department Head approves
            → IT Security approves
                → Fulfillment begins

My Requests: The Employee's View

Employees track all their submitted requests from the Service Portal under "My Requests." The view shows the current state of every REQ and RITM, any pending approvals, and expected fulfillment timelines. Employees don't need to call the help desk to check status — the information is always visible in real time.

Request Fulfillment SLAs

Just like incidents, requests have SLA timers. The SLA clock starts when a RITM reaches "Approved" state. The fulfillment team must complete the work within the defined SLA window. Administrators configure different SLAs for different catalog items based on their complexity — a password reset might have a 2-hour SLA while a new laptop might have a 5-business-day SLA.

Variables Available During Task Fulfillment

Catalog Tasks display all the variables the requester filled in when submitting the catalog item. A fulfillment team member opening a laptop task sees the exact model requested, the delivery address, and any special instructions the employee added. They do not need to go back to the employee for basic information — it is all captured at request time.

Delegating Requests

Managers can delegate their approval responsibilities to another user. When a manager is on leave, they activate delegation in ServiceNow. Approval requests automatically redirect to the delegate until the manager removes the delegation. This prevents approvals from stalling while managers are unavailable.