Jonne Kauko
2023-02-24T07:25:45Z

Process Overview: Service Request Management

Summary

Service Request Management is an IT Service Management (ITSM) process that focuses on effectively managing and fulfilling user requests for various IT services and resources. Unlike incidents, which typically involve disruptions or issues, service requests are typically routine and predefined needs or requirements from users.

Service Request Management aims to streamline and expedite the process of fulfilling user requests, ensuring that they are addressed in a timely manner and with a high level of customer satisfaction. It involves a structured workflow while adhering to predefined service level agreements (SLAs).

Use Cases

The process includes the high-level use cases listed below. Descriptions of these use cases can be found on their respective pages, accessible through the links provided in the list. These dedicated pages delve deeper into the use cases, example scenarios, workflows, results, and benefits associated with each use case, offering a granular view of their roles within the process.

1. Creating service requests

2. Approving service requests

3. Fulfilling service requests

4. Closing service requests

Use Case Diagram

Input Channels

The self-service is the main and only recommended input channel for service requests. By requiring users to submit their requests through the self-service, it allows support teams to provide standardized service. Also, submitting the requests through the self-service ensures that the requests are passed through the approval flow when required. There are several benefits to requiring users to submit requests through self-service:

Efficiency and Convenience

The self-service provides a convenient way for users to submit service requests at any time, from anywhere, without the need to wait for support staff to be available. Users can access the self-service and submit their requests at their own convenience, leading to quicker response times and faster resolution of their needs.

Standardization and Consistency

The self-service allows support teams to define standardized request forms, which can initiate workflows in the Service Management Tool. This ensures that all necessary information is captured upfront and eliminates the need for back-and-forth communication to gather additional details. By enforcing consistent request formats, it becomes easier for support teams to understand and process the requests efficiently.

Reduced Communication Overhead

Submitting service requests through calls or emails often requires additional back-and-forth communication between users and support staff to clarify details or gather missing information. Self-service portals allow users to provide all the necessary information upfront, reducing the need for follow-up communication and minimizing delays in request fulfillment.

Faster Processing and Resolution

Service requests submitted through the self-service can be routed to support groups in the Service Management tool based on predefined rules. This allows fast assignment of requests to the appropriate support groups, ensuring that they are addressed promptly.

Improved Transparency and Visibility

The self-service provides users with visibility into the status and progress of their service requests. Users can track the lifecycle of their requests, view updates, and add comments in the self-service. This transparency enhances user satisfaction and reduces the need for users to contact support for status updates.

Automatic email notifications

The solution sends predefined email notifications. The content of the email notifications can be changed by the administrator. If necessary, ticket assignees can disable the email notifications sent to them by editing their Person card. The following table outlines the automatic email notifications associated with the Incident management process.

The automatic email notifications are sent using Events in the Efecte Service Management Tool. However, the content of the emails is defined by E-mail notification datacards. The emails are sent with a short delay (~1 minute) after the event occurs.

# | Notification description | Sender address | Recipient | Sent when
1 | Ticket created | [defined by customer] | The ticket's customer | After a ticket has been created.
2 | Team changed on ticket | [defined by customer] | Team members of the team to which the Ticket was assigned to | After the team has been changed.
| Ticket waiting for approval | [defined by customer] | The customer's direct manager | After a ticket requiring approval has been created.
| Ticket approved | [defined by customer] | The ticket's customer | After the ticket has been approved.
| Ticket rejected | [defined by customer] | The ticket's customer | After the ticket has been rejected.
| Local user credential created | [defined by customer] | The ticket's customer | After a local user request has been successfully processed.
| Local user password created | [defined by customer] | The ticket's customer | After a local user request has been successfully processed.
| Local user creation failed | [defined by customer] | The ticket's customer | After a local user creation has failed (e.g., in case the user exists already).
3 | SLA Deadline approaching on ticket | [defined by customer] | The team's queue manager | Five hours before the target resolution time
4 | New email arrived to ticket | [defined by customer] | Assignee | After a new email has arrived at the ticket
5 | Customer adds comment from Self-Service | [defined by customer] | Assignee | After the customer has added a comment
6 | Assignee changed on ticket | [defined by customer] | New assignee | After the assignee has been changed
7 | Assignee adds comment to Self-Service | [defined by customer] | The ticket's customer | After the comment has been added
8 | Task assigned | [defined by customer] | Assignee | After a task has been assigned
9 | Ticket is resolved | [defined by customer] | The ticket's customer | After the ticket has been resolved

Terminology

Term | Explanation
Approval flow | The process for approving a service request.
Approver | The person making the approval decisions.
Service Request | A formal submission from a user requesting access to IT services, such as software installations, hardware configurations, password resets, or access permissions. Service requests are represented by Tickets.
Service item | A catalog item that end users can order by submitting a Service Request through the self-service. The item can be a tangible item, such as a device, or software, or a service.

Prerequisites

Defined Service Catalog

A well-defined service catalog that clearly outlines the available IT services, service descriptions, service levels, and associated request processes. This catalog serves as a reference for users to understand the available services and select the appropriate ones for their needs.

Service Level Agreements (SLAs)

Establishing SLAs that define the expected response and resolution times for different types of service requests. SLAs help set clear expectations for users and ensure that requests are addressed within agreed-upon timeframes.

Support Team and Workflow

Establishing a dedicated support team or individuals responsible for managing service requests. Defining clear workflows and roles within the support team ensures efficient handling of requests, appropriate assignments, and escalation when necessary.

Communication Channels and Protocols

Establishing clear guidelines for users to submit service requests (usually self-service) and clear communication (usually email and comments in the self-service). Users should be informed about the guidelines and encouraged to use the designated method.

Training and Awareness

Providing training and awareness sessions for both users and support teams on the service request management process. This ensures that users understand how to submit requests effectively and that support teams are well-versed in handling and resolving requests efficiently.

Benefits

Improved User Experience

The process enhances user satisfaction by providing user-friendly self-service, transparent communication channels, and efficient request handling, leading to a positive overall experience for users.

Faster Service Delivery

Through streamlined workflows and adherence to SLAs, the process enables quicker response times and resolution of service requests, reducing downtime and ensuring prompt service delivery.

Standardization and Consistency

The process enables the standardization of request forms, classification criteria, and workflows. This ensures that all requests are captured in a consistent manner, facilitating better understanding, efficient routing, and a standardized process for fulfilling the requests.

Actors and Roles

Role | Description | Roles in Efecte Service Management Tool (ESM)
End User | A person who uses the products or services the company provides. | None (end users don't have access to ESM)

Service Desk Agent

Provides customer support to end users. The Service Desk agent belongs to a Support group that acts
as a first point of contact for end users.

Service Desk Agent

Approver | The approver (the requester's direct manager) makes approval decisions for service requests. | N/A
3rd party actors | 3rd party actors are often vendors that provide IT services to the company. | N/A

Best practice for changing ticket types

Incidents, Service Orders, and Requests for information tickets are processed on the Ticket template. The Ticket type attribute is used for defining the ticket type. It's recommended to instruct the end users to use the correct forms in the self-service portal to allow a smooth experience for the end users. However, sometimes requests are not submitted through the correct form. In those situations, it's possible to change the ticket type with some constraints. The allowed and not allowed Ticket type changes are listed below.

Allowed Ticket type changes

Service Order → Incident

Service Order → Request for information

Incident → Request for information

Request for information → Incident

Not allowed Ticket type changes

Incident → Service Order

The Ticket type cannot be changed from Incident to Service order since Service orders (Service requests) typically require approval. The orders have to be submitted through the self-service portal to ensure compliance with the predefined approval practices.

Request for information → Service Order

FAQ

What if the end user tries to order something by submitting an incident?

The recommendation is to ask the customer to submit the order through the correct form in the self-service portal. A proper approval process that leaves an audit trail can only be done for orders submitted through the self-service portal.

In case such cases occur often, it's recommended to create a Quickfill for allowing service desk agents to instruct the end users. Also, a predefined email template is recommended.

What if end users are frequently requesting something through the Incident form that is not included in the service catalog?

The recommendation is to identify the frequently asked items and introduce them to the service catalog to allow end users to submit the requests through a service order in the self-service. That allows a standardized process with predefined tasks that also adhere to the approval policies.

What is the default ticket type when Tickets are created manually or through email?

The Ticket type of Tickets that are created manually or have arrived through email are set by default to Incident. The rules listed above apply regardless of the channel through which the Ticket was received.