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Difference Between Request, RITM & Task in Service Catalog?

ServiceNow Service Catalog depends highly on the relationships among three basic tables, i.e.

  • sc_request (Request)
  • sc_req_item (Requested Item)
  • sc_task (Catalog task)

It is the relationship between these tables that makes order management from the ServiceNow catalogue an easy, organized, and manageable process.

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Requests, RITMs (Requested Items), and Tasks are related to each other in the context of a Service Catalog or IT Service Management (ITSM). They represent different stages or components of the process of fulfilling a service request.

A Request is a formal request from a customer or end-user for a particular service or product from the Service Catalog. It may involve multiple RITMs or Tasks to fulfil the request.

A RITM (Requested Item) is a specific item or component within a Request that needs to be fulfilled. A Request may have multiple RITMs associated with it. For example, a Request for a new laptop may have RITMs for the laptop model, operating system, and other accessories.

A Task is a specific action or work item that needs to be completed to fulfil a Request or RITM. Tasks are typically assigned to a specific person or team and have a defined set of steps to complete.

Below are the well-thought-out differences between Request, RITM, and Task in the Service Catalog of ServiceNow.

RequestRITM (Requested Item)Task
RITMs may have different statuses based on their approval status, fulfilment status, and other factorsA specific item requested within a requestA specific action or work item to be completed
The overall service or product requestedA specific item or component of the overall requestA formal request for a service or product from the service catalogue
Requests may require approval from a manager or other authorityRITMs may require approval from a different set of approvers, such as subject matter experts or department headsTasks may require approval from a supervisor or other designated approver
Requests are typically assigned to a specific service provider or teamRITMs may be assigned to a different service provider or team than the overall requestTasks are assigned to individual members of a service provider or team
Requests may have different statuses such as “submitted,” “approved,” “in progress,” and completed.”RITMs may be measured by metrics such as fulfilment time and costTasks typically have statuses such as “assigned,” “in progress,” and completed.”
Requests may depend on other requests or servicesRITMs may have dependencies on other RITMs or tasks within the same requestTasks may have dependencies on other tasks or RITMs within the same request
Requests may be measured by metrics such as fulfillment time and customer satisfactionRequests may be measured by metrics such as fulfilment time and customer satisfactionTasks may be measured by metrics such as completion time and quality of work
Requesting a new computer or software licenseRequesting a specific type of computer or software license as part of a larger requestInstalling software or configuring a new computer

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