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1. Submit a Project Initiation Brief form.End Users

© 2018 Deloitte Consulting Pty Ltd. All rights reserved.

Submit a PIB Form

ServiceNow PPM: Demand Application

Introduction

How to submit a PIB form

1. On the left hand panel, type

in ‘ppm’ to filter through the

menu options under ‘Self-

Service’

2. Click on ‘PPM Catalog’ to

open the catalog.

3. Click on ‘Pipeline’ category

to view the project initiation

brief form and related

knowledge articles.

The ServiceNow Demand Management application is used for

evaluating an end-user submitted PIB form and to validate if the

demand is a new project, an existing one or a BAU task.

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Click on the ‘star’ icon

To have this menu option in your ‘favourites’ tab

Tip

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Submit a PIB Form


1. Click on ‘Project Initiation Brief form’ to start filling out the

form.

2. Click on any of these to open respective knowledge articles

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Introduction

How to submit a PIB form





Submit a PIB Form


Fill out the PIB form

1. Fill out the mandatory information related to project size,

endorser etc. Any field marked with a red asterisk (*) is a

mandatory field and needs to be filled out.

2. The endorser would be the director of the institute or school

and would be responsible for approving the request.

3. Click on more information under any of the fields to get help /

hint regarding the field.

4. Click on attachment icon to attach relevant documents if

applicable.

5. Submit the request after filling out all the required

information. System will create a demand on submission and

a message with the demand number will be displayed to the

user as below. A notification will also get sent to the user that

a demand has been created.

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2. Update demand informationEnd Users


Update the demand form


Introduction

How to update the demand form

Fill out the demand form

1. Click on the demand number. This would open up the form for

the demand created. You can also go to ‘My demands’ under

Self-Service from left navigation.

2. Click on the tab ‘ PIB Form’ and fill out the fields to update the

remaining information related to the demand.




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3. The mandatory fields in this section would already be filled

out and can be updated if required.

4. Fill out background information on the project and it’s scope

and objectives.

5. Click on more information under any of the fields to get help /

hint regarding the field.

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6. Fill out required information related to benefits, service need,

impact and project estimate in months.

7. Click on this to calculate total time in months.

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8. Fill out funding source information and click on ‘Add’ to add

capital costs

9. On click, a window pops up where we can fill out cost

category and cost information for each year.

10. After adding all costs, click on ‘Calculate capital cost’ check

box which would show total cost for each year in the table

below

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11. Add lifecycle cost similar to capital costs.

12. The table would show total costs for each year on calculating

total lifecycle costs after adding all the cost information for

each year.

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13. Fill out project analysis by detailing impact, concerns,

assumptions, etc.

14. Click on ‘Add’ to add risks.

15. The pop-up window will allow users to fill in risk title,

description and impact.

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16. Fill out project implementation details around impact and

resourcing, procurement strategy and supplier information

and list down related projects and dependencies. Click on

‘Add’ to add benefit realisation.

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17. Fill out summarised conclusion and recommendation for the

project. This field would only be applicable if the project size

is not less than $250,000.

18. Click on Add attachment if any documents need to be

attached.

19. Click on ‘Save’ or ‘Update’ to submit the form.

20. Click on ‘Request Endorsement’ to request approval from the

endorser.

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3. Request endorsementEnd Users


Request Endorsement


Introduction

How to request endorsement for a demand




1. On the left hand panel, type

in ‘demand’ to filter through

the menu options

2. Click on ‘My Demands’

under Self-Service to open

demands raised by the

logged-in user.

3. Click on the demand

number to open the form.

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To have this menu option in your ‘favourites’ tab

Tip

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Request Endorsement


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4. Click on ‘Request Endorsement’ to trigger an approval

request to the endorser.

5. A window would pop-up asking for confirmation before

endorsement.

6. A message is displayed to the demand manager stating

‘Endorser's endorsement requested. Email sent to

<EndorserName>’

Note: You cannot update the endorser once endorsement

has been requested.

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4. Endorse DemandEndorser


Endorse / Approve Demand


Introduction

How to endorse and approve demand

Approving the requested endorsement

1. The endorser will receive an email as below which would state the short

description, priority and category of the demand. It would also contain

the link to view demand.

2. The email would also contain links to approve or reject the request to

endorse the demand.

3. Click on ‘Click here to approve <DMD#>’ link to initiate the approval.




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Endorse / Approve Demand


Introduction

How to endorse and approve demand

Approving the requested endorsement

4. An email response window would open up with the demand number and

an auto reply template to approve addresses to WSU ServiceNow

instance.

5. Send the response to approve.

6. Once approved, an email will go out to demand managers informing

them of the endorsement & approval.

7. If the endorsement gets rejected, the demand moves to a cancelled

state.




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90943359

https://wsudev.service-now.com/sys_user.do?sys_id=a9145ff5db3c73004f58e4340596192d&sysparm_record_target=sys_user&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=nameSTARTSWITHanusha+rajagopalan%5eORDERBYname

5. Fill out relevant details and initiate PMO ReviewDemand Manager


Send for PMO Review


Introduction

How to view Endorsed demand

Endorsement Notification

1. The demand managers will receive a notification as above informing

them that a demand has been endorsed. The email will also contain

some details about the demand like the demand number, short

description, etc.

2. The demand managers can click on this to view the demand form.

Alternately they can go to ‘Endorsed’ demands under ‘Demand’ menu to

view the detailed endorsed demand as shown in the next slide.




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Send for PMO Review


Introduction

How to assign the demand for PMO review




1. On the left hand panel, type in

‘endorse’ to filter through the

menu options

2. Click on ‘Endorsed’ to open

endorsed demands

3. Filter by demand number

(received in the email) and click

on the demand number to open

the form

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besides the module name to

have this menu option in your ‘favourites’ tab

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Filling out the demand fields


1. The current state of the demand. It signifies the progress of the demand

2. Name of the demand which can be used to filter records and report on

(to be already filled out by the end user)

3. Indicates the Substate of the demand while the state is Draft or

Qualified, needs to be updated to PMO Review at this point.

4. This is the demand number generated by the system.

5. The start date of the demand and due date by which the demand needs

to be completed.

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6. Priority of the demand

7. This field is to fill out the portfolio this demand falls under. This also

updates the Stakeholder registry related table records at the bottom of

the form.

8. The Assignment Group reflect the group of people who own the demand

currently

9. The demand manager for this demand who will be facilitating the

demand from Draft to Closed state.

10. The endorser selected by the end user who would be endorsing /

approving the demand.

11. The user who opened this demand.

Filling out the demand fields


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Send for PMO Review

Assigning the demand for PMO team to review

1. Update the Substate from ‘Endorsed’ to ‘PMO Review’ which changes

the Assignment group field into a mandatory one.

2. Fill out the mandatory fields. (Assignment group to be filled out as PMO

for this step). Any field marked with a red asterisk (*) is a mandatory

field and needs to be filled out

3. Once updated, click on Save. This would send out a notification to the

members of PMO group informing them that a demand has been

assigned for review.

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6. Completion of PMO Review and send for Working Group AssessmentPMO Team


Send for WG Assessment


Introduction

How to assign the demand for WG Assessment






menu options


endorsed demands




the form

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PMO Review / WG Assignment

Assigning the demand to working group for assessment

1. Update the Substate from ‘PMO Review’ to ‘WG Assessment’ which

clears out the Assignment group field so that a working group could be

assigned.

2. Fill out the assignment group with the relevant working group that is

responsible for assessing the demand.

3. Once updated, click on Save. This would send out a notification to the

members of selected working group informing them that a demand has

been assigned for assessment.

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7. Completion of AssessmentWorking Group members


Completion of Assessment


Introduction

How to provide worknotes after completion of Assessment






menu options


endorsed demands




the form

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Completion of Assessment

Adding worknotes to the demand on completion of assessment

1. Scroll down to the ‘Notes’ section and update work notes to provide

assessment feedback.

2. Click on post to save the notes. System will send a notification to the

demand manager.

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8. Deciding the type of demandDemand Manager


Decision on type of demand


Introduction

How to update type if applicable






menu options


endorsed demands




the form

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Decision on type of demand

1. System displays an error on clicking on Submit demand that Type and

Work notes need to be filled out before submitting the demand.

2. Select appropriate value for type based on assessment feedback e.g.

New Project and fill in work notes under Notes tab, then click on save.

3. Click on Submit demand to move the demand to Submitted state if the

type is New Project. This would send out a notification to the demand

managers, assignment group members and work notes list informing

them of the work notes that has been added to the demand. The email

would also mention the state of the demand (which would be submitted

at this point)

4. If the type is BAU then the option to submit demand wouldn’t be

applicable. The demand can be redirected in that case. Click on

Redirect to cancel the demand.

5. If the type is Existing Project / Program then the option to submit

demand wouldn’t be applicable. Enter the project name in the

mandatory project name field. The demand can be redirected in that

case. Click on Redirect to cancel the demand.

Note: Enhancement type option is not applicable for pipeline process

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9. Initiate ScreeningDemand Manager


Initiate Screening


Introduction

How to move a demand from Submitted to Screening




1. On the left hand panel, type in ‘submit’ to filter through the menu

options

2. Click on ‘Submit’ to open submitted demands

3. Filter by demand number (received in the email) and click on the

demand number to open the form or view the demand directly from the

email link

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Initiate Screening

Click on Screen to assign assessments to all the stakeholders associated

with the selected portfolio. As soon as the demand moves to Screening,

assessment get sent out.


10. Survey SubmissionStakeholders / Assessment takers


Take Survey


Introduction

How does a demand move from Screening to Qualified

Work notes Notification

1. The stakeholders will receive a notification as above informing them that

they have been assigned an assessment and invited to take it. The

email will also contain some details about the demand like the short

description, demand number, due date, etc.

2. The demand managers can click on the provided link to take the

assessment.




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Take Assessment


Introduction

How does a demand move from Screening to Qualified




1. On the left hand panel, type in ‘my assessment’ to filter through the

menu options

2. Click on ‘My Assessments & Surveys’ to view assigned assessments

3. Click on ‘Take Assessment’ for the respective demand.

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Take Assessment

Taking an Assessment

1. Answer all the applicable questions related to the assessment.

2. Click on submit to submit the responses for the assessment.

3. Once all assessments are completed, the demand automatically moves

to Qualified state and a notification goes out to assigned demand

manager.

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11. Review, Approve & Close DemandDemand Manager


Update Demand


Introduction

How to review, approve or close demand




1. On the left hand panel, type in ‘qualified’ to filter through the menu

options

2. Click on ‘Qualified’ to open qualified demands

3. Filter by demand number (received in the email) and click on the

demand number to open the form or view the demand directly from the

email link

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Update Demand

Update the Substate to ‘Committee Review’ or ‘High level Endorsement’ if

applicable and save the form.

All the required approvals from committee review or high level endorsement

would take place outside the system. Demand manager can update work

notes and attach relevant documents in the system like approval emails, etc.



Approve Demand

Click on Approve to approve the demand if all required steps have been

performed.

This would send a notification to all the involved people informing everyone

that the demand has been approved.



Close Demand

Demand Closure

Demand manager can click on ‘Close’ button if they chose to complete the

demand.

Click on ‘Redirect’ to cancel the demand

Click on ‘Reset to Draft’ to move the demand back to Draft state.


12. Using and Navigating ServiceNowDemand Manager


ServiceNow Demand Tip Sheet

Use the navigator to find all things related to demand, including how to create one.

End users will create a demand from the PPM catalog and then use My Demands to update the form.

Demand Users can create the demand from the backend using the Create New option.

1. Type demand in the navigator search bar

2. Click on “My Demands” to view demands initiated by you. (also accessible to End User)

3. Click on “Workbench” to view all the demand which are Qualified

4. Click on “Create New” to create a new demand.

5. Click on any state to view the demands existing in that state.

6. Click on “All” to open the list view of all the demands.

Introduction

ServiceNow Guidelines and help Tips



demand is a new project, an existing one or a BAU task

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The list view allows the user to search for a particular demand or see all the demands that meet certain criteria.

From the list view, a user can:

1. Personalise which column information they see by clicking the gear icon which would open a new window and then adding or removing columns, and clicking “OK”.The default columns are Number, Start date, Name, Division / School / Institute, Business / Work Unit, Team, State, Substate, Portfolio, Stage and Project name.

2. Right click on any column header to sort the list in ascending or descending order of that field value.

3. Group the list by the column’s field value.

4. Produce graphs

5. Export demand data list view to show all demands and utilize the exported data for reporting

6. Click on a demand number to open the demand form.

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The list view allows the user to search for a particular demand or see all the demands that meet certain criteria.

Adding filters:

1. From the drop down list the user can select the column that they wish to filter by, enter the value that it must equal, and then press “Enter” on the keyboard

or

2. Click on the funnel icon to expand the filter creation tool, build more complex filter conditions, and click “Run”

or

3. Click on the search icon, type the desired conditions into the columns, then press “Enter” on the keyboard

or

4. Right click on a value of any column with the desired value and either filter to only show this value using ‘Show Matching’ or filter to remove this value using ‘Filter Out’.

Filters can be added to the users Favourites menu by clicking and dragging the filter.

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Email template

Please Note: When you open a demand by clicking on the link provided in

any of the emails, it would open the demand in Self-Service view as shown

below. This holds true for everyone irrespective of roles assigned to them in

the system.


Shortcut Explanation

Shift Select multiple sequential items in your list view by clicking and dragging,

e.g. calls, incidents, requests

Ctrl Select multiple items in your list view, e.g. calls, incidents, requests

Ctrl + Alt + G Activate global search field in top right hand corner

Ctrl + Alt + C Toggle application navigator (left hand pane)

Ctrl + Alt + F Activate application navigator search bar (left hand pane)

Wildcard Explanation Example

% Single character wildcard

search

te%t will find words such as ‘text’ or ‘test’

printer% will find results that start with

‘printer’ and %printer will find results that

end with printer

* Multiple character wildcard

search

pl*d will find words such as ‘planned’ or

‘placed’

*printer will find results that contain ‘printer’

= Equal to wildcard search =printer will find ‘printer’ only

!= Not equal to wildcard

search

!=printer will generate anything that is not

equal to ‘printer’

Search shortcuts Explanation Example

“ ” Exact phrase search containing

one or more words

“citrix problems”

Note: this ignores stop words

(at, the, in), punctuation and

wildcards

OR or vertical bar

symbol (|)

Search results that contain one

term or another

“email OR password”

“email | password”

AND Search results that contain all

terms listed

“email AND password”

“citrix AND internet AND laptop”

NOT or minus (-) or

exclamation mark (!)

Excludes results that contain

the term after the NOT search

“email NOT password”

“email !password”

“email –password”

Search shortcutsNote: these can only be used in global text search field, knowledge base search and list search for text

Attached Demand Process Map

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