When somebody makes a request within the data expertise (IT) world, no matter that could be, there’s a course of concerned to meet that request. That is referred to as a service request and controlling that course of known as service request administration.
After all, there’s extra to it than that. We’ll clarify in additional element what service request administration is and what a service request is, together with examples to make it clearer. Then we’ll define the steps of service request administration from submission to follow-up and much more.
What Is Service Request Administration?
Service request administration is the method by which a service request is delivered to clients, staff and distributors. It additionally consists of the instruments which might be used to run this course of. The aim is to take action effectively to ship enterprise success. It should work seamlessly with all concerned departments, corresponding to compliance, IT, advertising and marketing, finance and human assets.
When utilized correctly, service request administration will streamline the method and be well-aligned with the wants of the group it’s serving. It does this by permitting customers to submit service requests, assign accountability for the request and observe its standing from submission to when the service request is closed.
Mission administration software program can management the service request course of. ProjectManager is award-winning mission administration software program that helps you handle every step within the service request course of and tracks it in actual time. Use our customizable kanban boards to create a column for every step within the service request administration course of. Every service request is usually a card, with all of the pertinent data added, together with precedence, tags and attachments. Now you’ll be able to visually observe the work in actual time because it strikes by way of the steps from submission to shut. Get began with ProjectManager at present totally free.
What Is a Service Request?
A service request is a proper request from a consumer or worker of the consumer that asks for a service supplier to present them one thing for his or her enterprise’s day-to-day operations. In different phrases, it’s one other approach of claiming procurement however finished by way of digital channels.
IT Service Request Examples
There are lots of examples of a service request and listed below are just a few to additional illustrate what a service request is.
- Data, corresponding to clients who need extra element on a process or coverage
- Permission to entry a service or useful resource
- Ordering a service or useful resource
- Service supply motion, corresponding to for a bit of {hardware}
- Suggestions and complaints
Service Request Administration vs. IT Incident Administration
Whereas service request administration pertains to IT incident administration, they’re not the identical factor. An IT incident is an error or some form of flaw that forestalls providers from being finished or finished correctly. IT incident management is figuring out, managing and resolving these points in order that issues are working once more rapidly.
A service request, as we’ve been describing, isn’t an error when a consumer needs one thing. The consumer is asking for one thing moderately than an IT incident when one thing dangerous occurs. Each should be responded to, however a service request is a achievement and an IT incident is a restore.
For instance, an IT incident can be an unplanned interruption to an IT service that requires a technician to repair it. IT incidents are points that should be fastened. A service request, however, is a proper request for one thing to be offered, corresponding to a software program improve. It’s not a dangerous endeavor, corresponding to an IT incident, and simply wants approval to maneuver ahead.
Why Is Service Request Administration Essential in IT?
IT is inundated with requests for {hardware}, software program and extra. Having a structured course of to supervise, monitor and execute these requests is advantageous to enterprise. Having this course of well-established will assist your IT workforce deal with my crucial points with out sacrificing the shopper expertise.
Service Request Administration Course of
The construction of a service request administration course of will be outlined in 5 steps. They’re as follows.
1. Submission
First, an worker will submit a service request of some kind. This may be finished utilizing a wide range of media. A extra established group may have a service desk, buyer and worker portals or a cell app to streamline the method and doc the submission. However electronic mail, phone, and even social media have all been used within the submission course of.
2. Evaluation
The request then must be understood. A workforce or division will evaluation the request. That is finished to see if it’s pressing, which assets or instruments are required to meet the request and if it wants approval from a supervisor. It may require verification from the IT division or a enterprise workplace. This step will contain the collaboration of multiple departments.
3. Success
As soon as the service request has been submitted and assessed, it’s time to meet it. The data gathered over these prior steps will result in the plan for achievement. Departments can be assigned tasks, contact data can be collected and the completion date can be decided.
4. Completion
After the achievement has been finished, the request ticket needs to be closed and archived. That is additionally a chance to evaluation the method and consider the efficiency of all concerned so as to see if there are areas that might be improved.
5. Observe-Up
Reaching out after completion of the service request is all the time a good suggestion. There could also be some disappointment or dissatisfaction from the worker. Feedback is all the time useful whether or not the service request went off with out a hitch or there was some drawback. It’ll make sure the service request was finished appropriately and in addition show an ongoing dedication to worker success.
IT Service Request Administration Greatest Practices
When finished appropriately, the service request administration course of will result in the profitable supply of the service request and satisfaction from the get together who requested the service. However there are all the time technique of enchancment. Listed here are some IT service request administration finest practices.
Prioritize Service Request Tickets
A part of any IT service administration course of is prioritization. Service requests don’t come one by one, however typically abruptly. With the ability to prioritize will enable you to higher fulfill all of the service requests. It may be useful to begin with the simplest ones, which is able to convey prompt worth to staff and clients whereas offering a helpful expertise for brand spanking new members of the service workforce.
Create Service Request Administration Documentation
Documentation is crucial for record-keeping, clearly, however it would additionally acquire all related questions, the approval course of, procedures, service stage agreements (SLAs) and extra. This documentation will assist the service workforce cope with extra complicated requests and supply knowledge to create enhancements and higher achievement methods.
Set up Clear Communication Channels Between Customers and The Service Desk
The clearer the communication between customers and the service desk, the extra environment friendly the service request administration course of. It helps to have a number of channels for customers to submit requests extra conveniently, corresponding to a self-service portal, telephone, electronic mail, internet chat, and so on. Guarantee that everyone seems to be conscious of those channels.
Automate the Service Request Approval Course of
Automation will streamline the method and transfer the submission by way of the method. It’ll cut back the workload of your IT workforce and certain create higher worker and buyer satisfaction when their requests are fulfilled sooner. It’s necessary, nonetheless, to have some approval course of concerned to make it possible for the automation isn’t processed incorrectly.
Set up Reporting and Monitoring Tips
With the ability to report and observe service requests will assist the IT workforce handle the life cycle of the service request course of higher. They will use reporting instruments and dashboards to track resources, assignments, prices and the standard of service supply. This may present insights into enhancing efficiency.
Supply Self-Service Assets for Customers
Having a extra actionable service catalog can additional streamline processes, making staff and clients happier with the service request course of and in addition serving to IT groups fulfill these service requests. For instance, you may make it potential to log service requests just by clicking on a service.
How ProjectManager Helps With Service Request Administration
One other finest observe for service request administration is utilizing mission administration software program to plan, handle and observe service requests from begin to end. ProjectManager is award-winning mission administration software program that has real-time knowledge to plan, handle and observe service requests extra effectively. Our software program offers IT managers and their groups the instruments to trace the progress and prices of service requests and monitor their assets to make it possible for IT groups keep productive and fulfill service requests promptly.
Automate Workflows to Streamline Service Request Success
Our software program helps IT groups keep targeted on extra necessary duties with automated workflows that transfer the service request extra effectively by way of its life cycle. Arrange as many triggers as you need to create as many actions as you want to streamline the service request course of. Then arrange process approval settings to make sure the standard of the service request course of. This brings the work to the eye of an IT supervisor who will ensure that the work is able to transfer ahead to the following stage.
Monitor the Workload and Availability of IT Personnel
With the ability to preserve your IT workforce working at capability is usually a full-time job. They should get the service requests fulfilled, however you don’t need to burn them out and never retain expertise. Our resource management tools permit IT managers to maintain their IT groups productive however not overworked. First, our software makes it simpler to assign duties by having workforce availability within the software program, from PTO to trip and even international holidays. Then toggle over to the color-coded workload chart and see who’s overallocated. You possibly can stability the workload proper from the chart to maintain IT groups working at capability.
Utilizing our software program to plan, handle and observe your service request course of offers you transparency into everybody’s work, with electronic mail notifications and in-app alerts so everyone seems to be all the time on the identical web page whether or not they’re working within the workplace or remotely. Customizable stories and real-time dashboards assist monitor the service request course of and preserve stakeholders knowledgeable. Additionally, our limitless file storage makes it straightforward to entry SLAs.
ProjectManager is on-line mission administration software program that connects groups anyplace and at any time. They will simply share recordsdata, remark on the process stage and extra to foster higher collaboration. Use our process administration, threat administration and useful resource administration options to remain on observe and keep away from overspending. Get started with ProjectManager today for free.
