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Use Case Overview

Departments frequently use email, spreadsheets and manual processes to manage requests for services that they might provide. When consumers of the department’s services have questions or run into problems, they frequently utilize ad-hoc communication to engage the department. This lab will focus on these three facets of service delivery.

Personas​

In our lab, we will utlize a couple different personas outlined below. We will also assume the LOB Creator has already submitted a request for a new application using the Apply for Citizen Development catalog item and roles have already been assigned.

Employee Center Admin​

Responsibilities​

  • Maintain content availble on Employee Center
  • Create any new Topics and Service Catalog categories requested by departments
  • Collaborate with the departments to ensure proper placement of services

Role required​

  • sn_hr_sp.esc_admin

LOB (Line of Business)/Department Low Code Creator​

Responsibilities​

  • Submit requests for new custom applications to build in App Engine Studio
  • Understand ServiceNow and application development best practices
  • Build and test applications in App Engine Studio
  • Submit developed App Engine Studio applications for IT review
  • Maintain and modify the application during its lifecycle if determined during the intake process

Role required​

  • sn_app_eng_studio.user