Use case: Approving service requests

Aki Koivukoski
2023-03-07T07:43:40Z

This article describes the use case "Approving service requests." An overview of the use case is provided in the first section. The second section provides delivery instructions for the use case.

Use case: Approving service requests

Use case description

The use case starts when an end user has requests an item or a service, which requires approval, from the self-service portal. An approval notification is sent to the approver, which is usually the manager of the end user who made the request. Then the approver makes the approval decision in the self-service portal. In case the request is approved, the process continues to fulfillment of the request. In case the request is rejected, the end user is notified about the rejection.

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, it is closed, and the requestor is notified of its completion. The request status is updated in the service management tool, and any associated tickets are closed. If the request is not fulfilled within the defined time frame, the request is escalated to the next level.

1. Request Review and Feedback: After the request is completed, the service provider reviews the request fulfillment process and collects feedback from the requestor. The feedback helps identify improvement areas and enhance the overall service delivery.

Example scenario

In this scenario, an end user wants to order a new laptop. Since the company policy requires a manager's approval for certain items, the pre-defined approval logic ensures that the requester's manager must approve each request that requires approval.

Use case diagram

Workflow

1. The workflow is initiated when the service item of a service request requires approval

1. The approval requirement is indicated with a flag on the service item data card.

2. The approver receives an approval notification by email and navigates to the self-service portal via the link in the email.

1. The approver is the manager of the End user who submitted the request. Manager information for each End user is typically received from an LDAP directory. Manager information can also be maintained locally in the service management tool.

3. The approver makes their approval decision in the self-service portal.

1. The request's status is changed according to the approval decision.

4. If the approver rejects the request, an email saying the request has been rejected is sent automatically to the End user.

1. The process ends for the particular request: it is left in Rejected status and not handled anymore. The End user might place another request if they like.

Results

The request has been either approved or rejected.

The corresponding ticket's status has been updated to either Approved or Rejected.

If the request is rejected, the end user is informed about it.

Benefits

Better control: An approval process ensures that service requests are reviewed and approved by authorized personnel (the manager of the End user), which helps to maintain control over the service delivery process. It also ensures that service requests are aligned with the organization's policies and standards.

Improved service quality: The approval process ensures that service requests are properly reviewed, which helps to prevent errors or issues that could negatively impact service quality.

Greater transparency: An approval process provides visibility into the status of service requests and who is responsible for handling them. This transparency can help to improve communication and collaboration among different teams, which can ultimately lead to faster and more effective resolution of service requests.

Enhanced security: The approval process can help to ensure that sensitive or confidential information is protected, as service requests may require approval from individuals with appropriate security clearance. This can help to prevent unauthorized access to data and maintain compliance with industry regulations.

Better resource utilization: The approval process ensures that service requests are properly evaluated, which helps to avoid unnecessary or redundant work. This can help to optimize resource utilization and reduce costs associated with providing services.