A breakdown of service requests by stage, including applications received, in progress, awaiting approval, closed and rejected. ITIL 2011 completely overhauled the requirements execution process and divided it into 5 sub-processes: This requirements execution sub-process provides and maintains the tools, service request model, processes, skills and policies needed to effectively execute the efficient processing of service requests. To get out of a chaotic chaos of service demand, a popular recommendation is to “swing left.” So what does “move left” mean? It`s about bringing the execution of requests as close as possible to the front – and to the customer. This improves the customer experience by reducing resolution time, simplifying support activities, and reducing the overall cost of meeting requirements. A formal request from a user for a service they need, such as installing new software, modifying hardware, or replacing a component, is called a service request. ITIL`s official definition of service requests is “a user`s request for information, advice, standard modification, or access to a service.” In this article, we will learn about the different aspects of meeting ITIL service requests such as objectives, scope, processes, sub-processes, etc. ITIL 4 refers to request execution as a service management practice and has renamed the practice “Service Request Management”. The activities of the service desk are described in the ITIL4 practice “Service Desk”. Service requests, on the other hand, deal with requests to provide the user with something new that they do not yet have, whether it is a new version of software or access to an online portal. The ability to provide quick and efficient access to standard services that company employees can use to improve their productivity or the quality of the company`s services and products.
a request to change a password, a request to install an additional software application on a specific workstation, a request to move certain desktop devices) or may simply be a request for information. Percentage and exact number of requests processed within agreed deadlines Assistance with general requests for information and complaints. The average cost of processing each type of service request Customers want a single point of contact for help. Centralize the experience of those seeking help and make it as easy as possible. Many organizations have created a self-service portal just to collect (metaphorical) dust. Learn from their mistakes and create something based on your company`s unique culture. Remember, even if you`re building the most powerful self-service system, it`s worthless if customers can`t find it easily. Most companies have now installed software to respond to password reset requests without needing the help of anyone but the user himself. This software can be part of the application processing software or separately, but with a link to it, so that the user can access the reset functionality from the application processing software menu. If this has not happened, it is likely that there will be a large number of password reset requests, so the process of processing management requests must be efficient. It is important to track password reset requests to identify “repeat offenders” who could benefit from training.
This type of requirements execution workflow has a security aspect. It is important to verify the identity of the user making the request, as it could be a fraudulent attempt to access systems using their credentials. Therefore, it is important to include a request execution workflow step that involves verifying the user`s identity before resetting the password. It is essentially access control, the process responsible for enabling users to use IT services, data or other assets. Once the service is completed, it must be returned to the service desk so that the request can be closed and the request marked as resolved. The service desk must ensure that the user is satisfied with how the request was resolved before it can mark it as closed. The percentage of service requests handled by the request fulfillment process within agreed service levels When a user submits a formal request for something – a password change, new hardware or software they want, or just about anything they want or need, this is called a service request. The exact details of order fulfillment workflows depend on the needs and organizational structures of each company. Here are some examples of different types of typical command execution workflows that can be configured in the service request software: In this type of service request, the user requests information such as “What hours is the service desk open?” To reduce these types of service requests, users should ideally receive as much information as possible in an easily accessible and understandable knowledge base.
However, it is never possible to completely eliminate this type of request when executing the request. The first step in this requirements processing workflow is for the user to ask the question either by typing it into a requirements processing software tool or by contacting the service desk, which then enters it on their behalf. A request processing tool may have search capabilities that display and refine possible responses as additional information about the request is entered. It may be possible to meet the request at this stage by providing the user with the information they are looking for. If this is not possible, the requirements execution workflow should use the information provided in the request and the rules in the service request template to route the request to the appropriate execution group. This execution group can then contact the user directly with the requested information or send it to the user through the request processing tool. The service request can be closed in the software as soon as the user has limited that his request has been satisfied to his satisfaction. Service requests should be treated as a standalone workflow so that IT teams can focus on more useful work and better support the rest of the organization. Service requests are often low-risk and can be accelerated or even automated. For example, if a new employee submits a service request to access a software application, that request can be pre-approved and granted automatically. The goal is to keep a diary and meticulously categorize the different types of service requests. It is made for faster and more effective treatment.
It should also verify the user`s permission to send the request. To assess the efficiency and effectiveness of the delivery of requests by affected departments, we need to analyze the following measures to obtain an accurate picture of the entire process. By adding regular retros, the team has a moment to step back and review everything that happened, ideally every week. This allows you to ask questions, identify areas for improvement, and ensure requests are routed to the appropriate teams. Becoming a team focused on learning and driving continuous improvement means that the IT support team can be better advocates for customers. At each stage of the process, it is important that the service centre keep track of the status of the application. Typical request statuses include: Certain categories of service requests must be approved before they can be executed and fulfilled. This may include financial approval if expenses are required and the cost of processing the service request is greater than the applicant`s approval limit. It may also include a security clearance if the nature of the service requested requires that the applicant have sufficient security clearance. Some organizations insist that supervisors review and approve all service requests that are not just inquiries. Improve incident resolution with Freshservice Team Huddle Inform users of the availability of existing services and the application process This requirements execution sub-process performs quality checks on the resolution of the service request and the associated service request record before the request can be completely closed. The objective is to ensure that the service request has been satisfactorily met and that all the information required to describe the life cycle of the request has been captured in sufficient detail.
The sub-process also aims to continually improve the application process by learning for the future processing of this application. Other best practices for service requests are to ensure that your service requests are centralized and that an automated process is used.
