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Finance Service Management overview

Finance Service Management overview

The ServiceNow® Finance Service Management application lets you request changes to the operation and maintenance of your finance-related requests. The finance staff can then track these requests and make the necessary changes.

Any user in the system can view all open finance requests. This gives your users a chance to see the finance issues that have already been reported before they submit a new request.

Request templates are linked to service catalog items - specifically, to record producers. When you make a request from the catalog, it uses the template associated to catalog item to create the actual finance request.

Finance Service Management is one in a suite of applications known as Service Management (SM) applications. SM applications, such as field service management and facilities service management allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

When Service Management is activated, SM applications can be activated, as well as other features such as the Service Management Application Designer and the Service Management Portal.

The Finance Service Management process

Finance Service Management defaults to the request-driven process, where tasks can be assigned to a request.

Closing all tasks will not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete.

The Finance Service Management process is as follows:

  1. Users submit finance requests through the service catalog.
  2. Based on settings in the Finance Service Management Configuration, the request transitions through states based on actions performed on the request.
  3. When the request has been fulfilled by the finance team, the request is closed.

Task vs request driven processing

All SM applications use either task-driven or request-driven processes for handling tasks.

Each application defaults to one or the other of these processing types, but you can switch between them as needed.

Task-driven processing means that the work order or request simply contains a list of tasks necessary for completing the overall work. When a work order record is created, an associated task record is automatically created. A request must have at least one task, and more tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed.

Request-driven processing means that tasks are assigned to a request, but closing all the tasks does not automatically close the request. A request does not require any tasks and can be opened and closed independently. Any tasks can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continue to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request.