ServiceNow Agile Enhancements Process is a guide for managing and delivering enhancements to ensure efficient enhancement delivery, while maintaining high-quality standards. In ServiceNow Agile Development 2.0, users can quickly create enhancement requests for different areas of ServiceNow products. Then, the Enhancements can be managed as requests formed into into stories for teams to start working on.

Enhancement requests log new features or improvements for a product. They can come from internal needs or customer feedback. Product owners review these requests and prioritize them. Based on priority, they create stories and assign them to the right teams for development.

Who can Create an Enhancement?

Here is a table of Enhancement Request Permissions for user roles that create enhancements in ServiceNow

User Role	Capabilities	Access Notes
feature_user	Create and edit enhancement requests.	Administrators must assign this role for enhancement requests.
scrum_story_creator	Create stories from enhancement requests and manage them.	Can review enhancement requests and manage related stories.
scrum_admin	Full control over enhancement requests and related stories.	Similar permissions as scrum_story_creator with admin access.
rm_enhancement_admin	Administer enhancement requests.	Full access to enhancement requests.
Users without scrum roles	View enhancement requests in the Enhancement Requests module.	Cannot access or manage stories created from requests.

Note: Administrators should grant the feature_user role to users who need to create enhancement requests within the Agile Development application. Additionally, only users with the scrum_story_creator or scrum_admin roles can manage stories related to these requests.

How to create an enhancement from a Demand Request

Step-by-Step Instructions to Create a Demand from a Demand Form in ServiceNow

1. Log in to ServiceNow:
   • First, log into your ServiceNow instance with your credentials.
2. Navigate to Demand Management:
   • Next, type “Demand” in the filter navigator on the left-hand side.
   • Then, under the “Demand Management” section, click on “Create New” or “Demands” to open the list or create a new demand.
3. Open the Demand Form:
   • Afterward, click on “Create New” to open a new demand form.
4. Fill in the Demand Details:
   • Title: Enter a concise and descriptive title.
   • Description: Provide a detailed description, including the business need and expected outcomes.
   • Portfolio: Choose the appropriate portfolio.
   • Demand Type: Select the type of demand (e.g., Strategic, Operational).
   • Requested by: Choose the requesting person or department.
   • Due Date: Specify the expected completion date.
   • Priority: Set the priority level (High, Medium, Low).
5. Additional Information:
   • Business Case: Describe the justification for the demand.
   • Risk: Note any potential risks.
   • Benefit: Outline the expected benefits.
   • Cost: Estimate the cost.
6. Attachments (Optional):
   • If needed, attach relevant documents or files to support the demand.
7. Submit the Demand:
   • Finally, review all the information and click “Submit” or “Save” to create the demand.
8. Review and Approval:
   • The demand will appear in the Demand Management module. It might go through an approval process based on your organization’s workflow.
9. Track and Manage the Demand:
   • You can now monitor its progress, update information, and track its status within the Demand Management module.

By following these simple steps, you can effectively create a demand in ServiceNow using the demand form.

Key Stakeholders in the ServiceNow Agile Enhancements Process

Activity	EM	TC	TL	QA	BPC	PO	PM	ServiceNow Admin	End Users
Backlog Scope	R	C	C	I	A	C	I	I	I
– PriorityBacklog	I	I	I	I	R	A	C	I	I
– Define Tech Scope	I	R	A	C	C	C	I	I	I
– Est Effort	I	R	A	I	C	I	I	I	I
Sprint Dev	C	R	A	I	C	I	I	I	I
– Dev User Stories	I	R	C	C	C	I	I	I	I
QA	I	C	C	R	C	C	I	I	I
– Execute QA Testing	I	I	I	R	C	I	I	I	I
– Peer & Code Review	I	C	R	C	C	A	I	I	I
Deploy	A	C	C	C	I	R	I	C	I
– Release Dev	A	C	C	C	I	R	I	C	I
– Close	R	C	C	I	I	A	I	I	I

ServiceNow Agile Enhancements Process: High-Level Steps

Backlog Scoping

In the first phase, Backlog Scoping, the Agile Team prioritizes, designs, and estimates enhancements. The BPC collaborates with the team to review new enhancement requests. They prioritize them, refine user stories, and ensure clarity on the requirements. Meanwhile, the TC and TL define the technical scope and estimate the effort required. This step sets the foundation for the entire development process.

Sprint Development

Next, during Sprint Development, the Agile Team focuses on building and delivering the enhancements. The TC takes the lead in developing the user stories assigned to the sprint. They implement the solutions while adhering to best practices. Concurrently, the QA ensures that the developed features meet the required standards. This step is crucial as it translates the scoped backlog into functional deliverables.

Quality Assurance

After development, Quality Assurance ensures that the solutions meet the acceptance criteria. QA Analysts rigorously test the developed features, identify any defects, and work closely with the team to resolve them. The process includes peer and code reviews conducted by the TL and PO to maintain code quality. This phase is vital for delivering a reliable and stable product.

Deployment

Finally, the Deployment phase involves building a release plan and ensuring proper deployment of enhancements. The PO and EM coordinate the deployment, ensuring that all enhancements are correctly implemented in the production environment. Once deployment is complete, the EM closes the enhancement and notifies all relevant stakeholders. This final step marks the successful delivery of enhancements to the client.

Detailed Description of Each Activity in the ServiceNow Agile Enhancements Process

1. Prioritize Backlog: The BPC, in collaboration with the Agile Team, reviews and prioritizes new enhancement requests. They ensure that the most critical enhancements are addressed first.
2. Define Technical Scope: The TC and TL define the technical scope of each enhancement. They specify the technical requirements and design the solution, ensuring it aligns with the client’s needs.
3. Estimate Effort: The Agile Team estimates the effort required for each enhancement. They consider various factors, such as complexity and resource availability, to provide accurate estimates.
4. Develop User Stories: The TC develops the user stories assigned to the sprint. They implement the features and ensure they are functional and meet the specified requirements.
5. Execute QA Testing: QA Analysts test the developed features, identify defects, and work with the team to resolve them. They ensure that the enhancements meet the quality standards.
6. Peer & Code Review: The TL and PO conduct peer and code reviews. They evaluate the code quality, ensure adherence to best practices, and approve the enhancements for deployment.
7. Release Development: The PO and EM coordinate the deployment of enhancements to the production environment. They ensure that all enhancements are correctly implemented and functioning as expected.
8. Close Enhancement: The EM closes the enhancement once deployment is complete. They notify all relevant stakeholders about the successful delivery of the enhancement.

RACI Matrix for High-Level Enhancement Process Steps and Subactivities

Activity	EM	TC	TL	QA	BPC	PO	PM	ServiceNow Admin
Backlog Scoping	R	C	C	I	A	C	I	I
– Prioritize Backlog	I	I	I	I	R	A	C	I
– Define Technical Scope	I	R	A	C	C	C	I	I
– Estimate Effort	I	R	A	I	C	I	I	I
Sprint Development	C	R	A	I	C	I	I	I
– Develop User Stories	I	R	C	C	C	I	I	I
Quality Assurance	I	C	C	R	C	C	I	I
– Execute QA Testing	I	I	I	R	C	I	I	I
– Peer & Code Review	I	C	R	C	C	A	I	I
Deployment	A	C	C	C	I	R	I	C
– Release Development	A	C	C	C	I	R	I	C
– Close Enhancement	R	C	C	I	I	A	I	I

Service Objectives for Agile Enhancements

• Engage with Client ServiceNow stakeholders to review and identify requirements.
• Develop functional specifications for proposed ServiceNow Platform changes.
• Address enhancements and defects in custom applications.
• Improve existing ServiceNow integrations based on feedback.
• Document business functional and technical requirements to ensure clarity.
• Identify and reduce technical debt through continuous improvement.
• Recommend best practices for architectural design, flows configuration, UX/UI, and management.
• Participate in functional specification review activities to ensure alignment with client needs.
• Engage SMEs for specific topics when necessary to provide specialized expertise.

Service Scope

In Scope Functions

• Backlog Scoping: Prioritize, design, and estimate enhancements to ensure the most critical features are developed first.
• Sprint Development: Build and deliver enhancements, transforming ideas into functional features.
• Quality Assurance: Ensure solutions meet acceptance criteria and maintain high-quality standards.
• Deployment: Build a release plan and ensure proper deployment of enhancements to the production environment.

Out of Scope

• Sys Admin Activities: Excluded from this process.
• Third-Party Development: Not covered under this process.
• Large Projects: Requiring additional dedicated Project Management efforts are not included.

Service Control

Metrics

• Sprint Carryover: Measure the percentage of story points carried over to the next sprint.
• UAT Aging: Track the number of days a story remains in UAT testing.
• Defect Percentage: Calculate the percentage of defects found during QA.
• Stories Reworked Percentage: Identify the percentage of stories reworked due to changes.
• New Enhancements/Backlog State: Monitor the weekly count of enhancements in various states.
• Sprint Velocity Ratio: Measure the fulfillment percentage of committed sprint points.
• Backlog Readiness: Assess the percentage of future sprints covered by current capacity.

Service Continuous Improvement

Sprint Retrospective

After every two sprints, the team conducts a Sprint Retrospective. This activity captures lessons learned and identifies opportunities for improvement. The retrospective ensures that the team continuously evolves and enhances its processes, ultimately leading to better service delivery.

Service Integration with Other Processes

• ATF Testing: Integrates with the Automated Test Framework, if applicable, to automate testing processes.
• Release Management: All enhancements are deployed through the release management process, ensuring a structured and controlled release.
• Upgrade and Cloning: The team remains aware of scheduled events to plan accordingly, avoiding conflicts and ensuring seamless upgrades.
• Incident Resolution: Some incidents may be resolved through new enhancements, linking incident management with the enhancement process.

Other ServiceNow Agile Enhancements Process Resources

• Enhancement requests in Agile Development 2.0
• Exploring Agile Development 2.0