The day-to-day work of many employees in an organization can be seen through the lenses of receiving requests from internal or external customers, and going through the motions of fulfilling them. Hence, the new buzzword Enterprise Service Management. Unlike logging incidents, Request fulfillment does not work by just redirecting emails from end- users in ServiceNow and voila requests are created automatically in ServiceNow. For every request, there is a form to be filled, and approval and fulfillment workflows to be defined up-front. Here is how to get it right in ServiceNow.