Book Image

Microsoft System Center 2012 Service Manager Cookbook

Book Image

Microsoft System Center 2012 Service Manager Cookbook

Overview of this book

Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements. "Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further. In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center 2012 Service Manager Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.
Table of Contents (20 chapters)
Microsoft System Center 2012 Service Manager Cookbook
Credits
About the Authors
About the Reviewers
www.PacktPub.com
Preface
Index

Creating a Service Request Fulfillment process


This recipe provides guidance on creating an organization Service Request Fulfillment process.

Getting ready

Service Request Fulfillment is typically a process put in place to support a proactive approach to providing services to customers.

How to do it...

An example of the steps for creating a Service Request Fulfillment process is as follows:

  1. Agree and document the organization Service Request Fulfillment policy.

  2. Document the operational process to support the Service Request Fulfillment policy.

  3. Create and assign people roles to manage the process.

  4. Create a service catalog of the organization services available to the end customers.

  5. Sort the services by categories. An example of two category types are:

    • Approval required services

    • Non approval required services (standard services)

  6. Agree and establish the organization supported channels for requesting services. Examples of channels include the following:

    • Phone calls into the service desk

    • E-mail

    • Self-service Web Portal

  7. Publish the list of services and provide guidance on how to order services, including approval processes and costs.

  8. Provide training and guidance to the support teams responsible for service request fulfillment.

  9. Plan to review the process and improve the service based on customer feedback and technological advances.

    An example of a Service Request Fulfillment process structure is shown in the following figure:

How it works...

A Service Request Fulfillment process aims to address the proactive goals of ITSM. Some of the common objectives when establishing this process are to:

  • Provide predictable services at a known cost.

  • Engage customers by using predictable published channels of service delivery.

  • Improve the change management processes. A repeatable change request with a low risk known outcome may qualify for a published service request with a simpler approval process.

  • Provide visibility and proactive management of services in the service catalog.

Service requests are typically requests for services that do not require change management, but may or may not require approval. As an example, we can have a process for requesting access to a special printer or a request for premium software.