A clear path from
request to result.
Follow an equipment request through six stages. See who owns each decision, what changes along the way, and why the process is designed that way.
Interactive demonstration · fictional data
Explore completed example paths in an original KAISAN interface. This is not a live ServiceNow instance or a sandbox recording. No request is submitted and no equipment is ordered.
One manager approval, equipment in stock, and a clear handoff to the workplace team.
Standard laptop
Replace an aging laptop used for everyday business work.
$1,200 fictional estimated costStart with a request people can act on.
Capture the need once, in language the employee understands.
- Responsible
- Employee → service catalog
- Connected records
- DEMO-REQ-001 → DEMO-RITM-001
- Requested for: Alex Morgan · fictional employee
- Location: Houston office · fictional location
- One equipment item; business reason and selection recorded
Use a focused equipment catalog item with a requested-for person, business reason, equipment choice, and location. Make the fields needed for routing and approval mandatory.
Too many fields encourage workarounds. Too few send the fulfillment team back to the requester for basic information.
How this maps to ServiceNow
A standard catalog item can create a Request and a Requested Item. Keep the item’s details and fulfillment connected instead of treating this planned request as an incident.
Good workflows make
responsibility visible.
The useful work starts before configuration: agree on the request, the decision owner, the handoffs, and what “done” means. Then make those decisions visible in the platform.
Discuss your service workflowRead Ricky’s service improvement case studyDemonstration scope and platform references
KAISAN created this fictional scenario, approval threshold, timing model, and interface to explain process design. The examples are not client results, product screenshots, a production configuration, or an endorsed ServiceNow demonstration. Real implementations depend on requirements, platform release, access controls, and licensed capabilities.
The following official ServiceNow documentation supports the platform concepts. It does not prescribe this example’s business rules. References reviewed September 17, 2026.
- Standard catalog itemsCatalog forms, requests, requested items, approvals, and tasks.
- Build a flow with conditional approvalService Catalog triggers, conditions, and approval actions.
- Create Catalog Task actionLinking a task to a requested item and waiting for it to become inactive.
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