Technologies have improved the support of ITSM best practices consistently over the last 20-30 years. In particular, it has matured the support of many operational processes, including request management. The following list specifies many of the key requirements for the request management process. You may have additional requirements but the following list is a sample of what should be expected of any service management tool. The most important thing to remember about selecting any technology is that it will not make a poor process better and it is important to realize how the tool will be used so that you can select the one that will be most effective for your needs.
- Enable a variety of workflows to be generated
- The technology will automatically send, receive, and log approvals for requests
- Allow manual override for approvals
- The technology must provide status updates...