Service Request Management and Request Fulfillment Is for All Departments (Not Just IT)
Service Request Management and Request Fulfillment should go beyond the traditional IT service desk use case and manage requests from all departments in the organization.
Traditionally, service request management and request fulfillment have been a staple of IT departments who use them to handle IT support requests, project requests, service requests, application development requests, etc. However, IT is obviously not the only department in need of managing service requests. HR, Finance, Marketing, Operations and many other departments/business units handle a variety of service requests from both internal and external customers and need a way to collect, route, track and evaluate the performance of the myriad requests they receive.
Request management systems can handle all these needs, especially when the system is easily configured to behave in a way that meets department and organizational requirements.
Request Management Basics
In the simple model above, you can see how a service management request system collects, tracks and routes individual requests to the proper staff for processing.
- Internal and external users are given access to a portal where they can submit service requests, track the status of their requests, take any necessary follow-up actions and provide feedback to staff handling their requests.
- Administrators create request-specific forms that collect all required information to ensure that the proper service request information is provided in the proper format.
- Administrators also create workflow rules and processes that take submitted forms and route them as needed. Processes can be simple, single threaded flows that go from A to B to C or complex, multi-threaded flows that branch off based on logic built-in to the workflow.
Workflow for Request Management
Service Request Management systems provide tools for developing workflows that follow preset business rules and ensure that requests are received by the best person to handle them. This could be based on role, management level, department, etc.
Alerts can be configured to indicate that a new request has been submitted as well as reminders at preset intervals that ensure the request is handled in a timely manner. This prevents the need for emails and phone calls to follow up on request status. In addition, the requester can track the progress of the request and see who is currently working on it.
Here’s an example of a process designed with Integrify for contract approvals:
Each one of these steps or “Tasks” moves a request forward through the process until it’s completed. Meanwhile, the user is able to see where the request is at any point in the process via the User Portal.