This process does not apply to incidents, only service requests. Learn about the difference.
Customer submits a service request in ServiceNow
Operational Approval
Required for most IT service requests and all equipment requests
- If operational approval is required and no operational approvers* are listed, the approval request goes to the requester’s direct supervisor.
- If operational approval is required and operational approvers are listed in the system for the requester’s cost center, the approval request goes to all who are listed, instead of the direct supervisor.
Approval requests are automatically emailed to the appropriate approvers as ServiceNow notifications.
Approvers can also view their pending requests in the ServiceNow My Approvals tab.
Budgetary Approval
Occurs after operational approval if there is a cost associated with the request
- If a cost is associated with the request, the approval request is sent to the cost center manager listed in ServiceNow for the cost center selected by the requester.
- If no cost is associated with the request, budgetary approval does not occur.
Approval requests are automatically emailed to the appropriate approvers as ServiceNow notifications.
Approvers can also view their pending requests in the ServiceNow My Approvals tab.
Approved request proceeds to fulfillment
* Operational approvers are individuals identified by cost centers to perform non-budgetary approvals in place of direct supervisors. If this option is used, all individuals on the list will be notified of and can approve the requests. Cost centers will need to determine their internal processes for who in their group approves each type of request.
If you would like to change your cost center’s operational approvers, please submit the Update IT Catalog Approvers catalog item.
The cost center managers responsible for ServiceNow budgetary approvals are imported from Workday. If you have multiple cost center managers listed in Workday for your cost center, all cost center managers will receive an email notification requesting approval; although, only one person has to approve or reject the request.
Cost center managers can add delegate(s) in ServiceNow to approve on their behalf if they prefer another individual.
- General Users: Refer to the “Adding a Back-up Approver” section of the ServiceNow IT Portal User Guide (PDF).
- Not sure whether you are an ITIL user or general user? View the 1-page What Type of ServiceNow User am I? (PDF).
If you need to update your cost center manager(s) in Workday, please contact your business manager to make the request.