ESM clients are demanding capabilities to create custom workflows for OOB processes. Today we can create custom apps with custom workflows, but we are not able to create new workflows in the OOB processes.
Our clients are extending ITSM to ESM scenarios, and they found this GAP. Requests need different workflows depending on the Line of Business for we need to design a service. Modification of the workflow is possible today, but this is not enough, because specific LoBs need to change the workflow completely and this is an important GAP we need to solve as soon as possible.
Be able to create custom workflows in OOB processes. Example below: