ritm

RITM stands for Requested Item and is a term used in IT service management to refer to a single catalog item or service requested by a user as part of a larger service request. It is most commonly encountered in ServiceNow and similar platforms.

In these systems, a requested item is created when a user submits a catalog request. Each RITM is linked to a parent record representing the overall request and to the catalog item that specifies the product or service being delivered. The parent aggregates multiple RITMs to form the complete request for fulfillment.

Lifecycle and workflow: An RITM progresses through states such as New, Approved, In Progress, Fulfilled, and Closed. Fulfillment tasks and automation may be generated to provision the item, obtain approvals, or coordinate delivery. Completion marks the item as fulfilled.

Key fields and data: The RITM references include the parent request, the catalog item, and often a quantity and price. Other common fields indicate assignment (group or user), due date, current state or stage, and audit information such as creation and update timestamps.

Usage and significance: Tracking RITMs allows organizations to monitor fulfillment performance, apply SLAs, attribute costs, and report on catalog item consumption. It also supports auditing and ensures each requested item is handled as a discrete unit of work.

Related terms: The RITM is part of a broader construct that includes the parent request (REQ) and fulfillment tasks (sc_task); other platforms may use the terms "requested item" or "order item" for similar concepts.