About the client

Client is one of the world’s leading property agents, services span the globe, with 39,000 experts working across 600 offices in the Americas, Europe, Asia Pacific, Africa and the Middle East. This workflow was for their sales team.

Requirements

Manage pre-activities for Demand Management. User will send a request through a public form. The request will go to the Department Head for approval. After approval from Department Heads, it will go the Regional Head for approval. After the Regional Head approves the request a Demand is created. After Demand is created, notification will be sent to BA team and Change document will be attached to Demand. IT Management Board will also be notified about Demand. Once the IT Management Board approves the Demand, it gets converted to Enhancement.

Challenges

Creation of public form that can be accessed without logging in to Service Now.

Solution Provided

Create a public page to be accesses out of SNOW so that the members can send requests which are stored in custom table in SNOW and used for further discussion. Create a custom work flow where the request received will go to the Department Head for approval. After approval from Department Heads, it will go the Regional Head for approval. After the Regional Head approves the request a Demand is created. After Demand is created, notification will be sent to BA team.

Benefits

BA team members can access the public page and provide their suggestions or ideas.