After building out several processes in the Service Desk I have come to a problem I believe many others have encountered as well.
Many of the processes I am creating are processes that are repeated in different workflows in my service catalog.
For example:
When setting up a new employee I need to have a process for determining the correct computer, checking if it is on-hand already, and ordering it if it is not.
This same workflow will be used when an existing employee needs a new laptop, whether their current one breaks or is simply outdated.
Let's say in this example that the way I determine what computer the employee gets changes for whatever reason.
I now have to go back through both of these processes and make the change again in both of them, then verify that I didn't miss anything, or name anything differently.
All of this could be simplified if we had the ability to create a "Process Stem".
These stems would simply be parts of a process that get reused often. The process for creating these stems would be no different than if you were creating your own process.
What it would give you though, is the ability to take smaller chunks of your workflow that are repeated many places, easily add them to a process, and change them in one place that would apply everywhere they are used.
The "change them in one place that would apply everywhere they are used" is similar to the way that custom fields work in the system now.
The only part of this that is a little more complicated is any of the fields that are used in the process would have to be confirmed to be present on the type of ticket this "Stem" was assigned to.
I believe the re-use of "Process Stems" would take the process system in this Service Desk to another level and make it much easier to use.
