hi my name's matt and i'd like to welcome you to this zindiak video on service request management this is part of the co-create step of the customer journey and part of our ital specialist course drive stakeholder value let's start off by looking at the purpose of service request management which is to support the agreed quality of a service by handling all predefined user initiated service requests in an effective and user-friendly manner so the two key things to pick out from that are the the service requests are pre-defined as to what they can be what the users can request and that it's user initiated so we've talked before about activities that are service provider initiated these are user initiated so it's not where we're pushing services to the user it's where they're pulling services to themselves when they when they need them we've also got the definition there of service request a request from a user or a user's authorized representative that initiates the service action which is a being agreed as a normal part of service delivery so it's in the contract it's in the sla the agreement it's obviously an important type of user query and an important part of the user experience and again i mentioned before we talked about incident management that's key for the user experience and the user perception of the service and so is service request management so service request manager because it's user initiated they're more invested in the outcome of the process really so whereas particularly in corporate environments in a corporate environment i may join the organization and they say right sign sign the it agreements on the the it usage policy and and there's your laptop there's your phone there's your tablet whatever client devices i'm giving i'm giving access to maybe the office applications maybe a crm or an erp application whatever applications i need to do my job but that's all kind of pushed at me fine great but if i'm making a service request it's something i've determined that i need personally really and so i'm much more invested in it so that's why it's particularly important they typically include a request to initiate a service action a request for information a request for access to a resource or service and also we include feedback compliments and complaints the way i always remember it is it's it's everything the service desk does that isn't incident management so there's in obviously the service desk is key for incident management but everything else really is service request management it's the user initiating contact with the service provider for a reason other than an incident so nothing's gone wrong but they want to contact us for another reason fulfilling service requests may include changes often do so if i request a new bit of software or an upgrade of an operating system or access to a an application whether it might be that's obviously a change and in when we talked about change enablement one of the key parts of change enablement and having a efficient change in a movement process is to have an appropriate number of standard changes and that is pre-authorized changes so what we don't want to do is if if i'm a user maybe one of 10 000 maybe more users and i just want a small change to my laptop i don't want that delayed by having to go to a cab clearly i just want it pre-authorized yes okay you want microsoft projects or whatever it might be on your laptop boom there you go it's pre-authorized away you go some service requests will require authorization so typically it's to do with cost yeah so if the if it's a relatively low cost it can be pre-authorized if it's a higher cost or more risk if there's more risk to the to the change then it may require authorization obviously that's to be determined by the individual organization service request management guidelines from itil service requests and their fulfillment should be standardized and automated as far as possible policies should be established depending on which service request can be fulfilled with limited or no additional approvals to streamline fulfillments that goes back to the standard changes user expectations regarding fulfillment time should be clearly set based on what the organization can deliver and i've talked about this before so what we don't want to do we kind of do want to under promise and over deliver but not to a ridiculous degree so one of the questions i often get asked as a trainer is by students is how quickly will i get my exam result and if you take the exam online if you've taken an exam online with people so you will know that you basically get your result immediately so you finish the exam you click finish there's a short questionnaire three or four questions and then they tell you what your result is and usually within absolute maximum 24 hours you get an email confirming that result if you take an exam in the classroom it shouldn't take very much longer than that so if you took an exam in a classroom if you're on a classroom course which obviously not but if you were and you took an exam in a classroom at the end of the exam i would use an app on my phone to scan the paper and go off to people sir and you would get your exam results in the same sort of time frame certainly within 24 hours i would expect you to have your exam results now some training organizations where i've when i used to deliver training for other training organizations they'd be quoting like three to four weeks and it's you know something has to go really badly wrong for it to be three to four weeks so what they're really doing is they're just setting a ridiculous length of time so they can be quicker than that but it's a lot of people would say to me is it really gonna be three to four is that's really bad i'm not happy with that so because they've set such a ridiculous figure people are already upset even though it's never going to be that so yes we want to set something that we're sure we can be really or at least meet but we don't want to make it too ridiculous so again when when you order when you ordered this course you know we guarantee that we will deliver or people sir will deliver your exam voucher within 24 hours now 24 hours i think it's reasonable so depending on exactly where you are in the world and when you order it and some other things i don't think i've it's never got close to 24 hours i think possibly the worst you know the maximum time someone's weight is probably somewhere between maybe around 12 hours so i don't think i mean i don't think you know 24 hours is too bad often it's a matter of minutes it could be five ten minutes uh but it might be an hour or two it just depends as i said where you are in the world when you order and what else we're doing um when you place your order uh whether it just happens to pop and go we've got another and we'll do it straight away or whether we're doing something else and it it takes us a little time to process the order and obviously the people site sites slightly out of it so you want something you're sure you can be or at least match but not to be too ridiculous opportunities for improvement should be identified and implemented to produce faster fulfillment times and leverage automation and certainly in terms of the exam process exam order process that's one of the things i've spoken to people sir about and ask them to provide us with an api so that we can automate that process so when you order with those we should be able to go via an api and automatically order the exam voucher with peopleso but unfortunately at the moment we can't it's a manual process which is disappointing policies and workflows should be included for documenting and redirecting any requests that are submitted as service requests but we should be managed as incidents or changes so obviously it's key that we recognize if it's an incident and deal with it appropriately and particularly prioritize it appropriately some service requests can be completely fulfilled by automation allowing for a complete self-service experience and i'm sure you've come across many of those i as it happened had one today where i was uh giving someone a um voucher code a promo code for one of our apps and uh so i went to the apple website and after a bit of searching around fine found out how to generate a promo code and generated a primary code but it was all self-service and there was no human interaction from apple involved here i was able to fulfill that service request uh on my own through the through the website and i'm sure you've got lots of examples of that so coming on to service request management success factors the first one ensuring that service requests fulfillment procedures for all services are optimized clearly it's an important thing but we don't want to waste time and resources and effort doing it so development of service request procedures should be integrated early into the product and service life cycle and and you know that's that was in version three you know when we're designing a service we design everything including the service request management processes and procedures a service request sorry a service may be optimized for no request operation um so generic request would still be available but what he's saying is okay this service there's no request you just get the the basic service there's no nothing else you can request on top of it if that's appropriate or a service may include multiple requests available to users possibly requests specific to service utility and uh yeah so extra things so particularly one that's very common in corporate environments is requesting additional applications i've certainly worked for several organizations where you know you get a laptop or a desktop you get microsoft office or some other office suite and then there are other applications like project crm erp that are available to you if you need them for your job or you've got to reach someone has to request either you or your manager or authorized representative has to request access to those services service requests can also be a differentiator between different levels of service offering and yeah i i kind of think about this a little bit like if you if you've ever been on an all-inclusive holiday uh when you check into the hotel so obviously the base package is your hotel room which includes whatever includes a double bed infinity pool whatever and certain facilities general facilities of ho of the hotel maybe communal pools and so on maybe some other things and then there are other things which you basically have to request that are available to you but you have to request so if it's all inclusive then the food so maybe breakfast lunch dinner drinks soft drinks wine beer and so on they're available to you but you have to request them so you know you requested by going up to a bar or going up to the where it's served and saying can i have you know have that please or maybe it's an open buffer you just go and take it but basically requesting the service and often the availability of those services to you are designated by you were a band on your wrist so depending on what color band you've got says what you've got access to you know do you just have access maybe if you're a child you can go and have soft drinks but you can't have alcohol perhaps and but there may be other differentiations as well in terms of you know if you paid more money maybe you can have better quality wine or more food or whatever it might be or access to certain areas certain additional you've got access to the spa included if you haven't paid so much money you can still get access but you've got to pay additional so it's that sort of thing but whatever your services identify document and test service request fulfillment procedures and assign responsibilities for activities ensure requests are described in a catalog available to users who initiate the request so that's just good communications it letting the users know exactly what's available to them and if there's an additional cost or not so is it kind of including your package of service you just have to request it or is it an additional cost optimize the fulfillment procedures and automate them when possible and that's obviously straight from the item principle of optimize and automate the next success factor ensure that all service requests are fulfilled according to the agreed procedures and to user satisfaction and you know this is really in line with what we talked about about slas and user experience and so on so fulfilling them according to agreed procedures is very much in line with kind of meeting the sla but also we need to make sure the user satisfied it's no good just kind of saying well we met the sla if the user's not satisfied then we've got to go the extra mile make sure the user's satisfied if the fulfillment procedures are optimized and documented and responsibilities are clear requests are easy to fulfill and plan for okay easier yeah it says it's just been positive statistics on every type of request can help to optimize resource planning and ensure timely processing of requests unlike incidents service requests do not need to be fulfilled urgently or not necessarily so typically an incident is is a higher priority it's having a greater negative impact but do be careful because that's not necessarily always the case and it could certainly not be the case maybe with new joiners whether that's a you know someone joining the organization from from outside or movers yeah so if i move job it might be oh i'll move job i now need access to this application and i can't do my job until i get it that's potentially needs fulfilling as urgently as they got you know the my colleague who sat next to me who's had access to that application for a year but has lost it for some reason so they've got an incident they can't access that application i'm just a mover i haven't got an incident but i can't access that application neither of us can do our jobs so the you know the urgency of of my colleagues incident and my service request are the same you know assuming we're doing the same job for the same bit of the organization so do be careful about that they allow for more comfortable planning and should be completed within a degree time frame typically requests may require a review after fulfillment either limited to a satisfaction survey or a detailed internal review we're unlikely to do a detailed internal review for every single service request but it may be appropriate for a selection unless it's just well yes so the satisfaction survey might just be we're happy where you're not but doing a detail review that's gonna cost a significant amount of resource um so we're not gonna do it for everyone that brings us to the end of this video on the service request management practice i hope you've enjoyed it and found it useful please join me in the next video until you see me again have a great day