Critical Success Factors

Challenges

Challenges, Critical Success Factors and risks

Metrics

The metric s needed to judge the effectiveness and efficiency of Request Fulfilment will include the following (each metric will need to be broken down by request type, within the period):

• The total number of Service Requests (as a control measure)
• Breakdown of service request s at each stage (e.g. logged, WIP, closed, etc.)
• The size of current backlog of outstanding Service Requests
• The mean elapsed time for handling each type of Service Request
• The number and percentage of Service Requests completed within agreed target times
• The average cost per type of Service Request
• Level of client satisfaction with the handling of Service Requests (as measured in some form of satisfaction survey).

The following challenges will be faced when introducing Request Fulfilment:

• Clearly defining and documenting the type of requests that will be handled within the Request Fulfilment process (and those that will either go through the Service Desk and be handled as incidents or those that will need to go through formal Change Management) – so that all parties are absolutely clear on the scope.
• Establishing self-help front-end capabilities that allow the user s to interface successfully with the Request Fulfilment process.

Request Fulfilment depends on the following Critical Success Factor s:

• Agreement of what services will be standardized and who is authorized to request them. The cost of these services must also be agreed. This may be done as part of the SLM process. Any variance s of the services must also be defined.
• Publication of the services to users as part of the Service Catalogue. It is important that this part of the Service Catalogue must be easily accessed, perhaps on the Intranet, and should be recognized as the first source of information for users seeking access to a service.
• Definition of a standard fulfilment procedure for each of the services being requested. This includes all procurement policies and the ability to generate purchase orders and work orders
• A single point of contact which can be used to request the service. This is often provided by the Service Desk or through an Intranet request, but could be through an automated request directly into the Request Fulfilment or procurement system.
• Self-service tools needed to provide a front-end interface to the users. It is essential that these integrate with the back-end fulfilment tools, often managed through Incident or Change Management.

Дата добавления: 2014-12-23