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

Use case description

Service requests are typically low-risk, low-impact requests that can be easily fulfilled using predefined processes and procedures. The use case typically begins when a user needs to order a new device, accessory, service, or user permission. The user creates a service request from the self-service portal. When this request reaches the support, it is taken into their process, ending when the service request is fulfilled and closed.

Tickets might also arrive by email from the end users to the service management tool and service desk. While requiring users to submit all their service requests through self-service is recommended, there might be cases in which service requests arrive by email. In such cases, it is important to identify the item that the End user is requesting and deliver it according to the standard service request management process, including approvals. In case the End user requests something outside of the service catalog scope, company-specific policies and practices should be used to resolve the situation. For example, the Service Desk Agent might politely instruct the End user to select an item from the self-service and submit the request through it in order to allow the request to go through the standard approval process.  

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 fulfill 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. 

Example scenario

Consider a scenario where an end user wants to order a new mobile phone. Since the company provides its options in the self-service portal, the user navigates there and views the selection of mobile phones. Then, the user selects the phone of their preference, defines details such as color, and submits the request. The request is passed to the manager for approval.   

Use case diagram

Workflow

1. The end user views service items in the self-service portal.
2. The end user orders an item.
3. A ticket data card is created with Type = Service order
   1. Item-based, pre-defined tasks are created automatically and are linked to the ticket. 
4. An automatic email is sent to the end user to confirm the request. 
5. The request is sent for approval if the pre-defined service item requires approval.

Results

•  A new service request (Ticket) has been created in the service management tool.  
  • The service request includes a pre-defined service item, such as a specific mobile phone model.  
  • If the service request includes pre-defined tasks based on the service item, the tasks can be used to support the process and provide more clarity for the Service Desk Agents.
• The service request can be fulfilled if the item does not require approval.  

Benefits

• Orders with pre-defined items allow high service quality and prompt response and delivery times. 
  • The Service Desk Agents have a clear understanding of what users are requesting. 
  • Item-based, pre-defined, and automatically created tasks help to clarify the process for fulfilling the request. Pre-defined tasks minimize the dependence on individual user's memory and ensure a consistent service outcome for all users. 
• All orders are created through a unified process and via the same channel (the self-service).