Difference between revisions of "Service request management practice"

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==Best practices==
 
==Best practices==
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===Standardization and automation===
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:Service requests and their fulfillment should be standardized and automated to the greatest degree possible:
 +
:*Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take additional advantage of automation.
 +
:*Some service requests can provide a self-service experience – completely fulfilled with automation.
 +
:*Service request management depends on well-designed processes and procedures, which are operationalized through tracking and automation tools.
  
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o Service requests and their fulfilment should be standardized and automated to the greatest degree possible,
+
===Policies and workflows===
−
o Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take additional advantage of automation.
+
:*Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfillment can be streamlined.
−
o Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
+
:*The expectations of users regarding fulfillment times should be clearly set, based on what the organization can realistically deliver.
−
o The expectations of users regarding fulfilment times should be clearly set, based on what the organization can realistically deliver.
+
:*Policies and workflows are needed to redirect service requests that should actually be managed as incidents or changes.
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o Policies and workflows are needed to redirect service requests that should actually be managed as incidents or changes.
+
:*Steps to fulfill requests should be well-known and proven.
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o Some service requests require authorization according to financial, information security or other policies.
+
:*Leverage existing workflow models whenever possible to improve efficiency and maintainability.
−
o Service request management depends on well-designed processes and procedures, which are operationalized through tracking and automation tools.
+
:*The service provider can agree to fulfillment times and provide clear status communication to users
−
o Steps to fulfill requests should be well-known and proven
 
−
o The service provider can agree to fulfillment times and provide clear status communication to users
 
−
o Some service requests can provide a self-service experience – completely fulfilled with automation
 
−
o Leverage existing workflow models whenever possible to improve efficiency and maintainability.
 
  
 
[[Category: Articles]][[Category: Information Technology]]
 
[[Category: Articles]][[Category: Information Technology]]

Revision as of 20:31, 29 December 2020

Service request management practice (hereinafter, the Practice) is the practice to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. The Practice relates to service request and service management. This Practice is a part of the ITIL practices.


Definitions

According to the ITIL Foundation 4e by Axelos,

Service request management practice. The practice of supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

Purpose

The purpose of the service request management practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner.

Requests

A service request is a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Characteristics

Service requests are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures. Service requests are a normal part of service delivery, not a failure or degradation of service, which are handled as incidents. Fulfillment of service requests may include changes to services or their components; usually these are standard changes. Service requests may have simple workflows or quite complex workflows.

Examples

Some examples of a service request:
  • Request for a service delivery action
  • Request for information
  • Request for provision of a resource or service
  • Request access to a resource or service
  • Feedback, compliments and complaints

Best practices

Standardization and automation

Service requests and their fulfillment should be standardized and automated to the greatest degree possible:
  • Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take additional advantage of automation.
  • Some service requests can provide a self-service experience – completely fulfilled with automation.
  • Service request management depends on well-designed processes and procedures, which are operationalized through tracking and automation tools.

Policies and workflows

  • Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfillment can be streamlined.
  • The expectations of users regarding fulfillment times should be clearly set, based on what the organization can realistically deliver.
  • Policies and workflows are needed to redirect service requests that should actually be managed as incidents or changes.
  • Steps to fulfill requests should be well-known and proven.
  • Leverage existing workflow models whenever possible to improve efficiency and maintainability.
  • The service provider can agree to fulfillment times and provide clear status communication to users
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