If you've been tasked with gathering requirements for a ServiceNow form and you don't know where to start, we have some tips for you. They may seem simple, but if you follow them and take them to heart, they'll help you and your customers get what you are looking for.
The most important thing we can ask of you is to make sure the requirements you submit are what you and the customer want.
Understand the scope of the form you are trying to build. What is the goal? Who is the customer? How often do you expect it to be submitted? Do you have an existing form that you're rebuilding?
If you have an existing form that you are rebuilding in the system, don't accept the existing layout or questions. Ask why it is set up the way it is and consider whether there are design or process improvements which can be made. If there are manual steps that your agents or customers have to take, ask if they can be automated. For instance, if your agents take what the customer submits and enters data into Oracle Financials Cloud or another system, tell the ServiceNow team you want to know if those manual steps can be automated.
Think about the best case scenario where systems talk to each other and request that. The ServiceNow team will tell you what can or can't be done, but you need to ask for it.
Look at the example forms under the ServiceNow topic in the ITS portal and other existing forms. Look at other forms you use in your daily life. How can you improve the one you're designing?
Ask TritonGPT or another LLM about your use case and scenario.
If you are tasked with gathering requirements for a team you aren't familiar with, for instance you're a Project Manager or a Business Analyst helping another team, we encourage you to introduce that team to ServiceNow and show them the example forms.
When they provide requirements, do not take them at face value, but repeat them back and make sure the team knows what they are asking for. Often non-technical customers need to be reminded about basic terminology and functionality, so don't be afraid to start at the beginning. Make sure they know we can build a form that has conditional logic (if this is selected, ask these questions; if that is selected, ask that question). Make sure they know when the ticket will be created and where that ticket will be routed to. Reiterate the basics for them and repeat their requests back to them to make sure they are solid on their requirements.
Sometimes customers set their requirements and then realize the design needs adjusting when we repeat them back or check for edge cases. For instance, they may say "We don't want a customer to submit the form if they haven't taken a UC Learning class", and then we say "So there's never going to be a scenario where somebody may need this form and they didn't take the UC Learning class? What about students?" and then they realize they need to refine their requirements.
If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.