This recipe provides guidance on creating an organization Service Request Fulfillment process.
Service Request Fulfillment is typically a process put in place to support a proactive approach to providing services to customers.
An example of the steps for creating a Service Request Fulfillment process is as follows:
Agree and document the organization Service Request Fulfillment policy.
Document the operational process to support the Service Request Fulfillment policy.
Create and assign people roles to manage the process.
Create a service catalog of the organization services available to the end customers.
Sort the services by categories. Here are two examples of category types:
Approval required services
Non-approval required services (standard services)
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
Publish the list of services and provide guidance on how to order services, including approval processes and costs.
Provide training and guidance to the support teams responsible for Service Request Fulfillment.
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:
A Service Request Fulfillment process aims to address the proactive goals of ITSM. Some of the common objectives when establishing this process are as follows:
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.