1. Request Fulfillment Training Outline Request Fulfillment Overview
Request Fulfillment Activities
Submission
Approval
Fulfillment
Closure

2. Request Fulfillment 

3. Request Definition Request Fulfillment Request Fulfillment
Client needs/wants an item or service
Request Fulfillment
Empower requesters and ensure efficient delivery of items and services
Description:
A Service Request is a request from a User to provide goods or services; for example, a password reset, a new computer, or access to an internal drive. Many of these Requests may actually be small, low-risk Changes. Request Fulfillment is the process responsible for managing the Request lifecycle from initial Request through the fulfillment process.
Goal of Request Fulfillment:
The Request Fulfillment process aims to inform Users about available goods and services and empower them to place orders. Request Fulfillment also enables a streamlined, standardized process for fulfillment that is fully documented and communicated to stakeholders.

4. Relationship to Other Processes
Request
Management
Incident Management
Incident Management: Service Requests may be submitted by End Users erroneously and reclassified as Incidents, and vice versa. Whereas a Service Request is a Request for goods or services, an Incident is a simple request for information or the report of something that is broken. If a Request is fulfilled incorrectly, it may lead to an Incident.

5. Request Fulfillment Stakeholders
Requesters
Use Service Catalog to request goods and services
Approvers
Receive notifications and authorize Requests
Fulfillers
Procure, configure, and deliver items to Requesters
There are multiple stakeholders involved during the Request Fulfillment process. Stakeholders are notified of work throughout the Request lifecycle to streamline the process, from Request through Fulfillment.
Requesters are Users who request goods and services through a comprehensive, intuitive Service Catalog.The Service Catalog contains an up-to-date list of items to which a Requester is entitled, organized into categories.
Approvers are managers or other key stakeholders who may be required to authorize an overall Request or a particular Requested Item.
Fulfillers are the IT Users who fulfill the Request for the End User through a series of Tasks that may include procurement, configuration, delivery, and more.

6. Request Process Overview
Submission
Approval
Fulfillment
Closure
Requester
Service Requests move through a basic process that includes submission of the Request, approval or preapproval, fulfillment, and closure. The system sends automatic notifications to key stakeholders at important milestones during the Request lifecycle.
Submission – Users select one or more items from the Service Catalog, fill out the required order form(s), and submit the Request
Approval – Some Requests may require approval for the overall order or approval for individual items within the order
Fulfillment – Following approvals (or preapproval), the ITIL User fulfills each item in the order individually through a series of predefined Tasks
Closure – A Request is considered Closed when each item within the order has been fulfilled
Approvers
Requester
Task Owners
Requester

7. Request Hierarchy
Request (REQ)
Requested Item (RITM)
Task (TASK)
Cart holding specific item(s)
Specific items and services
Work required to fulfill items
Regardless of the specific item(s) ordered, all Service Requests are structured similarly.
A Request is created to hold one or more items that may be part of the order. A Request is identified by a unique REQ Number and is simply a container of other information, such as the specific item(s) ordered, the aggregate price of the order, or the State of the overall order.
A Requested Item is the specific item or service being ordered, such as a new laptop or access to a drive. More than one Requested Item can be placed into one Request, depending on which items you are ordering. A Requested Item is identified by a unique RITM number and may provide information such as the fulfillment Stage or price for that particular Item.
All work to fulfill Requested Items is done at the Task level. Tasks are predetermined by your organization and customized for a specific Requested Item. To fulfill a Requested Item, one or more Catalog Tasks, identified by a TASK number, must be assigned and completed.

8. Request with Single Item Example
Online Shopping
Service Catalog
Request (REQ)
Place an Order
Submit a Request
Requested Item (RITM)
Credit Card Approval
Manager’s Approval
Task (TASK)
Tasks
Group
Collect Book from Storage
Warehouse
Deliver Book to Shipping
Confirm Receipt of Item
Delivery
Address package
Confirm order ready
Handoff to courier
Tasks
Group
Purchase Phone
Procurement
Confirm phone number IT
Update GAL
Delivery to employee
To get an understanding of how Request Fulfillment works in ServiceNow, let’s compare it to a process you are already familiar with – Online Shopping:
When you shop online, you visit the company’s online catalog
You select and add an item to a shopping cart
You go through an approval process to have your credit card approved
The organization performs predefined tasks to ensure your Item is packed, mailed, and delivered to your door
When all the tasks are complete, the Item is delivered and the order is complete
Request Fulfillment in ServiceNow follows a similar process:
You visit the ServiceNow Service Catalog
You select an Item to order
You may go through an approval process, depending on your organization’s predefined process
IT Users performs predefined Tasks to ensure the Item is delivered to you
When all the Tasks are complete, the Item is delivered and the Service Request is complete
This particular examples shows a one-to-one relationship, meaning the Request only contains one Requested Item.
All Tasks complete
1 Item fulfilled
Request complete
All Tasks complete
1 Item fulfilled
Request complete

9. Request with Many Items Example
Submit a Request
~ New Hire ~
REQ
Onboarding
Setup
RITM
New Laptop
RITM
New iPhone
RITM
Obtain Approvals
Tasks
Group
Record #
Purchase Laptop
Procurement
TASK000992
Install Image IT
TASK000993
Update CMDB
TASK000994
Delivery to employee
TASK000995
This particular example shows a one-to-many relationship, meaning the Request contains multiple Requested Items. Each Requested Item has predefined, pre-assigned Tasks that must be completed to deliver the item. Each individual Requested Item must be fulfilled for the overall Request to be complete.
Depending on the specific items ordered, your Service Request may require up to two levels of approval. Approval may be required for the Request as a whole, and/or specific Requested Items within the Request.
The Request and Requested Item records act as Parent records for other records lower in the Request hierarchy. For example, a Request record contains links to all related Requested Items. Each Requested Item contains a related list of Tasks required to fulfill the item.
Tasks
Group
Record #
Create AD account IT
TASK000986
Create account
TASK000987
Assign Phone number
TASK000988
Building access card
TASK000989
New Hire Orientation
Manager
TASK000990
HR Paperwork HR
TASK000991
Tasks
Group
Record #
Purchase Phone
Procurement
TASK000996
Confirm number IT
TASK000997
Update GAL
TASK000998
Delivery to employee
TASK000999

10. Request Fulfillment ✔ 

11. Service Catalog/Security Access/Firewall Exception
Here is an example of a Catalog Item which is the Firewall Exception Form. All fields marked with a red asterisk needs to be filled out. Once filled out on the right side you need to click Submit under the Order the Item field.

12. Locate Requested Item
Request specific Items by browsing the Category hierarchy or by using global search
The Search catalog option is located on the top right of the Service Catalog and allows you to search within all items.

13. Order Confirmation Request Number (REQ) Order process Stage
A confirmation is displayed after the order is submitted. The confirmation contains the Request Number, a description of the item(s), the price, quantity, and workflow Stage.
Clicking on the arrow below the Stage provides a summary of the steps required to fulfill the request. The Requester may also drill into the item description link and view additional details about the status of the order.

14. Request Fulfillment ✔ ✔ 

15. Approval Requested for RITM
Approval Workflow
Once submitted, a predefined workflow is launched for each Requested Item (RITM)
Request Submitted
Approval Requested for RITM
Approved
Tasks Launched
Tasks Completed
RITM Complete
Rejected
No Approval Required
Once you submit a Request with one or more Requested Items, a predefined workflow is launched for each RITM. Depending on the specific RITM, the workflow may require an approval before fulfillment can begin.
Once the RITM is approved (or preapproved), Tasks are automatically created by the workflow. When these predefined Tasks are complete, the RITM is automatically marked complete.
Note: Some conditions may trigger an approval at the Request level prior to kicking off the Requested Item workflow.

16. Approval Process
1. Notification
Approvers can reject or approve change from
2. My Approvals
Service Desk > My Approvals; click Requested record
3. Approve | Reject
Approve or reject and enter comments, if appropriate
Individuals identified in the Requested Item workflow receive notifications of a pending Request. If you receive an requesting approval, you have several options:
If the notification contains enough information to make a decision, Click here directly in the to approve or reject the Request or Requested Item.
If you need more information about the Request, you may follow the link directly to the Request or to the Approval Request. Alternately, you may navigate to Service Desk > My Approvals in the platform to view all requests pending approval.
In the Approval Request, click Approve or Reject. If necessary, enter Comments for the Requester pertaining to your decision. A notification is sent to the Requester when the Requested Item or Request has been approved or rejected.

17. Check Approval Status Waiting on an Approval for a Requested Item?
1. List-Stage
Service Catalog > Items; hover over Stage field
2. Form-Approvers
Identify Requested individual Approvers
If you are need to check the approval status of your Requested Item, you can easily identify both the Stage and the individual approver of the item.
To determine if the Requested Item requires approval, and whether it has been approved, open the Requested Items list: Service Catalog > Items. Locate your RITM and expand the Stage field to see if the RITM is Waiting for Approval.
To view individual RITM approvers, navigate to the Approvers tab at the bottom of the RITM form. The current approval is Requested.

18. Request Fulfillment ✔ ✔ ✔ 

19. Request Fulfillment Modules
Number Prefix
Record Type
Description
REQ
Request
Information about the order and relationships to all the ordered items (i.e. a Shopping Cart)
RITM
Item
Item that was ordered including its relationships to all the tasks needing to be fulfilled to deliver the item successfully
TASK
Task
Work to be done to fulfill the order of a particular item
Request Fulfillment is conducted in the Service Catalog application on the Application Navigator.
Service Request records are broken down into three different types:
Requests - Records are prefixed with REQ and they act as a container (i.e. a shopping cart) relating all the Items ordered in a particular submission.
Items - Records are prefixed with RITM and represent one requested specific good or service. Workflow is associated with the RITM record and governs the specific approvals and fulfillment tasks for the unique item.
Tasks - Records are prefixed with TASK and represent one activity being performed in a list of one or more activities as part of the fulfillment of a specific item.

20. Request Task Request Task created automatically following approval
First Task is set to Open
A Request Task is automatically generated following approval for the Requested Item. Alternately, Tasks are created automatically upon submission of the Request if no approval is required. Tasks are automatically assigned to the group predetermined by the workflow.
When all Tasks have been completed, the RITM is completed.

21. Task Form 1 2
A Task is distinguished from the parent RITM and overarching REQ record by a unique TASK number, located in the top left corner of the Task form.
The Assignment to is predetermined in the workflow. The group members receive a notification that they have unassigned work and will assign this record to an Assigned to individual.
The Short description and Description are critical fields for informing the Task assignee exactly what is needed to complete the Task. This information is prepopulated based on the particular Task but can be modified or expanded. 3

22. Locate Your Tasks
Locate Tasks assigned to you or to your group in the Service Desk application: 1 2 3
You receive a notification when a Catalog Task is assigned to your group or to you individually. Follow the link to the record or navigate to Service Desk > My Work or My Groups Work to locate your Task. TASKs in the My Work Module are assigned directly to you; TASKs in the My Groups Work Module are assigned to one of your groups but need an individual assignment.
You can Group by Task Type within the Task list to easily identify Catalog Tasks. Click the Column Control Menu for the Group By option.
Click the dropdown arrow next to Task type: Catalog Task in the Task list to view Catalog Tasks. Click the TASK link to open the record.

23. Work a Task Once you locate your assigned Task:1
Document your progress in the Work notes 2 3
As the Task Assignee, change the TASK State to Work in Progress. This indicates that you are actively working on the Change Task.
As you fulfill the Task according to the information in the Description and Short Description, document activities and findings in the Work notes field. Upon saving the Task, all Work notes are stored in the TASK Activity section.
Each Task has a reference to the Requested Item in the Request item field. Hover over or click the reference icon to view the Requested Item form.

24. Do not forget your Work notes!
Close a Task
When the Task is completed, select a Closed State
Task achieved
Task failed
Could not complete
Do not forget your Work notes!
If assigned to a Task, you are responsible for closing that Task. Select one of the following Closed States from the State dropdown menu within the TASK form:
Closed Complete - if the Task work was successfully completed, as per the instructions in the Task Description.
Closed Incomplete - if the Task work was completed unsuccessfully; for example, if the item is no longer available.
Closed Skipped - if the Task could not be completed or is no longer necessary.
You can also click the Close Task button on the TASK form Title Bar, which sets the TASK State to Closed Complete.
All Tasks should be set to one of these Closed States before the RITM is completed.

25. Request Fulfillment ✔ ✔ ✔ ✔ 

26. Closure
When all Tasks are marked as complete, the parent Requested Item and Request are set to Completed by the workflow
If a Request contains more than one Requested Item, then the REQ it is set to closed only after all of the RITMs are completed. Once the Request is closed, the Requester is notified that the Request has been fulfilled and is complete.

27. Questions?

28. For More Information