Example scenario

In this example scenario there is a service request for installing a new software to the end user's workstation. 

1. The end user requests the installation of a project management software to enhance team collaboration. 
2. The Service Desk Agent gathers the necessary details such as software version and license information. 
3. The Service Desk Agent verifies the software's compatibility with the end user's workstation and schedules a convenient time for installation. 
4. Following established deployment procedures, the Service Desk Agent installs the software, configures settings, and conducts functional tests to ensure proper functionality. 
5. The end user is provided with instructions on accessing and utilizing the new software. 
6. Satisfied with the installation, the end user expresses gratitude for the prompt service. 
7. The Service Desk Agent closes the service request, documenting the installation process and the important details for future reference.

Context

The overall steps for the service request management process are described below. This use case describes the step for fulfilling requests - the bolded section: 

1. Creating a service request: The first step is the request initiation, where a user submits a request for a particular service through a self-service portal, phone call, email, or chat. The request can be for a password reset, application access, or any predefined IT service.
2. Approving service requests: Once the request is categorized and prioritized, it is sent to the appropriate approver. The approver verifies and makes their approval decision (approve/reject) for the request based on organizational policies and standards. If the request is approved, it moves to the next step; otherwise, the request is closed.
3. Request Fulfillment: Once the request is approved, it is assigned to the appropriate team or individual responsible for fulfilling the request. The team follows the defined process to complete the request and update the request status in the service management tool.
4. Closing service requests: After the request is fulfilled, the Service Desk Agent adds a resolution text and changes the status of the request. This triggers an automatic email notification to the end user. The end user can review the resolution and request to reopen the service request if they perceive that it was not fulfilled properly. 

Workflow

1. Once the service request has been fulfilled (the item or service has been delivered to the customer), the Service Desk Agent adds a resolution text to the ticket, for describing how the request was resolved. This might not be necessary for routine requests, such as the delivery of a new keyboard to the user, but is necessary for a more complex request, such as a new software installation.   
   1. The Service Desk Agent might use a knowledge base article or a Quickfill for adding the resolution text to the Ticket. 
2. The Service Desk agent sets the status of the service request (Ticket) to Resolved. 
   1. Now, an automatic email 'Ticket resolved' is sent to the end User, notifying that the Service Request has been resolved. The automatic email contains the resolution text.   
3. Next, the end User reviews the resolution. In practice, the end User evaluates whether they perceive the request to be fulfilled – whether they have received the item or the service as described in the item's description in the self-service portal.
   1. If the end user is not satisfied with the resolution, the end user replies to the 'Ticket resolved' email, which then causes the service request (Ticket) to be reopened automatically. 
      1. Alternatively, the end user can use other means to ask the Service Desk Agent to reopen the service request (Ticket). This might imply a visit, a phone call, or a chat. 
      2. The Service Desk Agent then reopens the ticket manually by changing the status. 

Results

• The service request has been closed.
• The end user has been notified that the request has been resolved.
• The service request has a documented resolution, which can be used for reference in the future, for audit purposes, and can be used as the basis for creating a knowledge base article. 

Benefits

• Since closing the service request triggers a notification to the end user, the end user becomes aware of that the request has been resolved and how it was resolved.   
• Documenting the resolution of the service requests includes several benefits.  
  • Documentation: Resolution texts provide a documented record of the actions taken to resolve the service request. They capture the steps followed, solutions implemented, and any relevant details, serving as a historical reference for future use.
  • Communication: Resolution texts facilitate clear communication between Service Desk Agents and end users involved in the request. They provide a concise summary of the resolution, enabling others to understand the outcome without going through the entire ticket history.
  • Knowledge Base: Resolution texts contribute to the organization's knowledge base by capturing valuable information about the resolution process. They can be used to update or create knowledge base articles, helping future agents handle similar requests efficiently.
  • Accountability and Auditing: Detailed resolution texts establish accountability and transparency. They enable easy tracking of the actions taken, decisions made, and the reasoning behind them. Such documentation is valuable during audits, compliance checks, and performance evaluations.
  • Continuous Improvement: Resolution texts facilitate analysis and identification of patterns or trends in service requests. By reviewing past resolutions, organizations can identify recurring issues, improve their processes, and implement preventive measures to minimize future incidents.
  • Training and Onboarding: Resolution texts are useful resources for training new agents or onboarding team members. They provide real-life examples of how different types of service requests were successfully resolved, helping to build knowledge and skills within the team.
  • Customer Satisfaction: Well-documented resolution texts ensure that customers receive accurate and consistent support. They enable agents to provide detailed explanations of the resolution, ensuring customer satisfaction and confidence in the service provided.