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Streamlining Laptop Request Process

The document outlines the ideation phase for a Laptop Request Catalog Item aimed at addressing delays and confusion in the current manual laptop request process. It highlights the need for a ServiceNow-based solution to streamline requests, improve data accuracy, and enhance efficiency. Two specific problem statements from employees and IT administrators illustrate the challenges faced and the desired outcomes for a more structured and automated system.

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bytcraze2k25
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5 views2 pages

Streamlining Laptop Request Process

The document outlines the ideation phase for a Laptop Request Catalog Item aimed at addressing delays and confusion in the current manual laptop request process. It highlights the need for a ServiceNow-based solution to streamline requests, improve data accuracy, and enhance efficiency. Two specific problem statements from employees and IT administrators illustrate the challenges faced and the desired outcomes for a more structured and automated system.

Uploaded by

bytcraze2k25
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Ideation Phase

Define the Problem Statements

Date 02 November 2025


Team ID NM2025TMID00161
Project Name Laptop Request Catalog Item
Maximum Marks 2 Marks

Customer Problem Statement Template:

Employees currently face delays and confusion when requesting laptops through manual or
unstructured processes. The lack of an automated system leads to data errors, inconsistent
approvals, and poor tracking of requests.
To resolve this, a ServiceNow-based Laptop Request Catalog Item is needed to streamline
the process, apply dynamic form behaviors, and ensure accurate data capture. This will
improve efficiency, transparency, and governance in handling laptop requests across the
organization.
Example:

Problem I am I’m trying But Because Which makes me


Statement (Customer to feel
(PS) )
PS-1 An Request a The form It lacks a Frustrated and
Employee laptop for process clear unsure if my request
work is manual structure is complete
and and
confusin guidance
g for required
details
PS-2 An IT Approve Requests There’s no Overwhelmed and
Admini and come centralized unable to manage
strator track through catalog
or
item requests efficiently
laptop different automated
requests channels record

⬛✓ Problem Statement PS 1:
As an employee, I am trying to request a laptop for my work, but the process is manual
and unclear. There is no dynamic guidance on what details to fill, such as justification or
accessories required. This makes me feel frustrated and uncertain if my request will be
approved on time.
I need a simpler and guided digital form within ServiceNow that captures all details
accurately and helps streamline the approval process.

⬛✓ Problem Statement PS 2:
As an IT administrator, I am trying to review and approve laptop requests, but
they are scattered across multiple sources. Since there is no centralized catalog
item or automated process, tracking requests becomes difficult and time-
consuming. This makes me feel overwhelmed and reduces efficiency.
A unified ServiceNow catalog item would help centralize requests, ensure data
accuracy, and simplify the approval and fulfillment workflow.

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