Use case: Fulfilling service requests

Toni Tolvanen
2023-03-13T14:38:36Z

This article describes the use case "Fulfilling 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: Fulfilling service requests

Use case description

The use case starts when a service request has been approved. The request is then assigned, categorized, and prioritized if necessary (depending on the channel). Then, the request is fulfilled, either directly or by a third-party supplier. The fulfillment may involve the delivery of a physical item.

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,

1. An end user has ordered a new mobile phone.

2. The end user's manager has approved the request.

3. The request can be fulfilled by the Service Desk Agent.

1. Since the request was submitted through the self-service portal, it's automatically assigned to a support group and automatically categorized and prioritized.

4. The Service Desk agent can assign the request to themselves and proceed with preparing and delivering the device to the end user or by ordering the device from a third-party supplier.

Use case diagram

Workflow

1. Once the request is approved, it is assigned to the appropriate team or individual responsible for fulfilling the request. Assignment typically happens automatically based on the ordered service item linked to the request when submitted through the self-service portal. A service item can be for example a specific mobile phone model.

2. The request is categorized and prioritized. These steps are also typically done automatically based on the service item.

3. The team follows the defined process to fulfill and update the request status in the service management tool.

1. Fulfilling the request may involve ordering a physical item or e.g. access right from a third-party supplier.

2. In case of physical items, the item is delivered to the End user.

Results

The request has been assigned, categorized, and prioritized.

The End user has received the requested item or service.

Benefits

Improved Customer Satisfaction: A systematic approach to service request fulfillment ensures that requests are handled efficiently and effectively, providing customers with timely and quality services. This enhances customer satisfaction, which can lead to improved customer loyalty and retention.

Increased Efficiency: A systematic approach to service request fulfillment eliminates the need for manual intervention and streamlines the request fulfillment process, leading to faster resolution times and increased efficiency.

Enhanced Service Quality: A systematic approach to service request fulfillment helps identify improvement areas and standardize the fulfillment process, leading to consistent service delivery and enhanced service quality.

Improved Compliance: A systematic approach to service request fulfillment ensures that requests are fulfilled based on organizational policies, standards, and regulations, ensuring compliance and reducing the risk of security breaches and data loss.

Increased Visibility and Transparency: A systematic approach to service request fulfillment provides better visibility and transparency into the request fulfillment process, enabling customers to track the status of their requests and service providers to monitor their performance and identify areas for improvement.