Service Request Management

Overview

• Purpose: Support the agreed quality of a service by handling all predefined, user-initiated service requests effectively and user-friendly.
• Key Points:
  • Service requests are predefined.
  • Requests are initiated by users, not the service provider.

Definition

• Service Request: A request from a user/user’s authorized representative that initiates a service action as part of normal service delivery.
• Important part of the user experience and perception of service.
• Users are more invested in requests they initiate.

Types of Service Requests

• Initiate a service action.
• Request for information.
• Request for access to a resource or service.
• Feedback, compliments, and complaints.

Service Requests vs. Incident Management

• Everything the service desk does that isn’t incident management.
• Service requests may include standard changes, i.e., pre-authorized changes.

Authorization of Service Requests

• Some service requests require authorization based on cost or risk.

ITIL Guidelines

• Service requests and their fulfillment should be standardized and automated.
• Policies should be established to streamline fulfillment.
• User expectations regarding fulfillment times should be set realistically.
• Identify opportunities for improvement and leverage automation.

Documentation and Workflow

• Document and redirect requests submitted as service requests but should be managed as incidents/changes.
• Complete self-service experience through automation.

Success Factors

1. Optimized Procedures: Ensure service request fulfillment procedures for all services are optimized.

   • Integrate development of service request procedures early in the product/service lifecycle.
   • Some services might have no request operations; others may include multiple requests.

2. Service Differentiation: Service requests can differentiate between different levels of service offerings.

   • Document, test request fulfillment procedures, and assign responsibilities.
   • Ensure requests are described in a catalog available to users.

3. Automatic Fulfillment: Optimize and automate fulfillment procedures where possible.

4. Agreed Procedures and Satisfaction: Fulfill service requests according to agreed procedures and ensure user satisfaction.

   • Statistics on requests can help optimize resource planning.
   • Unlike incidents, service requests do not need urgent fulfillment unless they block job functions.
   • Review requests post-fulfillment via surveys or internal review.

Key Takeaways

• Service request management is crucial for quality service delivery and user satisfaction.
• Focus on standardization, automation, and realistic expectations for fulfillment times.
• Differentiate service offerings and ensure transparency with user catalogs.
• Regularly review and improve service request procedures to enhance efficiency.

Conclusion

• Importance of handling user-initiated requests correctly to maintain service quality and user satisfaction.
• Ensure procedures are clear, documented, and optimized for better resource planning and execution.

This concludes the video on Service Request Management. Thank you.