ServiceNow Request Management delivers employee self-service through a published catalog of services, automated workflows, and service level agreements.
Request Management Provide AI-powered self-service for employees and customers. Make it easy to request products, services, and answers—anytime, on any device. Get Data Sheet
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Benefits of Request Management Meet users where they are 24/7 Deliver a personalized experience on the device or channel of choice—no extra development required. Improve productivity Resolve common issues via AI, automation, and self-service. Free IT to focus on complex requests. Boost user satisfaction Meet employee and customer expectations—keep them up-to-date with status updates and notifications. Maintain your services menu easily Let anyone create and update product and service offerings, without added development costs.
Features of Request Management Chatbot-embedded portals Give users around-the-clock answers via keyword search and natural language understanding. Service catalog builder Make products and services discoverable via self-service, with a visual guided design experience. Native mobile app Manage requests and collaborate on the go. Get real-time notifications and take immediate action. Embedded experiences Integrate with collaboration tools your teams already use to support work-friendly requests.
Additional features Mobile-friendly experiences Find answers, get help, and make or track requests on the go—intuitively, and on your device. Unified service center Request services from IT, HR, and beyond in one place, with relevant info and easy collaboration. Graphical workflow Design drag-and-drop request workflows and differentiate catalog items with built-in automation. Service level agreements Check, follow, and understand all SLAs for requested services to ensure commitments are met. Single-pane agent view Give agents one place to respond to user needs with access to Service Catalog from Agent Workspace. Quick and easy approvals Expedite request processes and minimize delays with approvals via email, virtual agent, or mobile. Two-way notifications Encourage transparency and expedite mean time to resolution (MTTR) with automatic notifications. Reports and dashboards Measure service levels and drive continual improvement with built-in metrics and surveys.
Resources See All Resources Solution Briefs ServiceNow ITSM Overview ServiceNow ITSM Pro and Enterprise Overview Case Studies Novant Health Uses Machine Learning to Streamline IT Workflows Ebooks 7 Steps to Ditch Your Outdated On-Premises ITSM Tools for the Limitless Cloud The Human Experience of IT Service Management
How to get Request Management Request Management is available with these ServiceNow products. IT Service Management Transform the impact, speed, and delivery of IT. Customer Service Management Connect customer service with other teams to resolve issues quickly and proactively.
You might also be interested in… Employee Center Provide a single, unified portal for service delivery across the enterprise. Now Mobile Find answers, get help, and make requests across departments from a single, native mobile app. Virtual Agent Intercept and resolve issues faster with an intelligent chatbot that understands simple, human language. Mobile Agent Make it easy for agents to triage, act on, and resolve requests on the go.
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