ServiceNow Request Approval Matrix and Delegation Rules
Define who approves what and what happens when they are away.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Create an approval matrix that can be explained on one page. Types of request (access, purchase, travel, software, change): [REQUEST_TYPES]. Value thresholds and risk levels: [THRESHOLDS]. Roles: [ROLES]. Absence cover rules: [COVER_RULES]. Fill a matrix of at least eight rows with request type, condition, first approver, second approver and time limit, for example software under a value limit (line manager only), software above it (line manager and budget holder), access to a finance system (system owner and security), leaver equipment (automatic). Worked path for a software request of 300: line manager approves (reminder after one working day, escalate to the department head after three), then budget holder (limit 500), then IT security if the software handles personal data; target 5 working days. Never approve automatically for high-risk items; nobody approves their own request. Delegation: an approver on leave names a delegate in advance [VERIFY], who also cannot approve their own requests. Write the notification text to approvers (what is requested, why, cost, due date), a plain explanation for requesters, and a monthly report of median approval time by type (6 hours against a target of 8) and requests that waited over three days. Add test scenarios including an approver on leave. Names of fields and features vary by release and set-up; flag what you cannot confirm [VERIFY] instead of presenting it as fact.
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