Create and Manage Enhancement Requests

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What This Does

This guide explains how to capture, review, and track enhancement requests in ITSM.

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When to Use an Enhancement Request

Use an enhancement request when:

• the request improves an existing service or capability
• the work is operational or service-oriented
• the request is not best handled as an incident or service request

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Steps to Create an Enhancement Request

1. Open ITSM.
2. Select Create New.
3. Choose Enhancement Request.
4. Enter a clear title.
5. Add a description of the requested improvement.
6. Select the correct priority and category.
7. Choose the responsible team if your process uses team ownership.
8. Add any related application, module, feature, or environment.
9. Save the request.

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Steps to Manage IT After Creation

1. Open the enhancement request detail page.
2. Review comments, status, and assignee.
3. Update the request as it moves through review and implementation.
4. Add comments when the scope or decision changes.
5. Close the request when the improvement is delivered or explicitly declined.

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What Happens Next

Enhancement requests may:

• be approved for implementation
• be converted into project work
• be deferred
• be rejected with documented reason