Value to business. The process needed to fulfil a request will vary depending upon exactly what is being requested – but can usually be broken down into a set of activities that

Scope

The process needed to fulfil a request will vary depending upon exactly what is being requested – but can usually be broken down into a set of activities that have to be performed. Some organizations will be comfortable to let the Service Requests be handled through their Incident Management processes (and tools) – with Service Requests being handled as a particular type of ‘ incident ’ (using a high-level categorization system to identify those ‘incidents’ that are in fact Service Requests).

Note, however, that there is a significant difference here – an incident is usually an unplanned event whereas a Service Request is usually something that can and should be planned!

Therefore, in an organization where large numbers of Service Requests have to be handled, and where the actions to be taken to fulfil those requests are very varied or specialized, it may be appropriate to handle Service Requests as a completely separate work stream – and to record and manage them as a separate record type.

This may be particularly appropriate if the organization has chosen to widen the scope of the Service Desk to expand upon just IT-related issues and use the desk as a focal point for other types or request for service – for example, a request to service a photocopier or even going so far as to include, for example, building management issues, such as a need to replace a light fitment or repair a leak in the plumbing.

Note: It will ultimately be up to each organization to decide and document which request it will handle through the Request Fulfilment process and which others will have to go through more formal Change Management. There will always be grey areas which prevent generic guidance from being usefully prescribed.

The value of Request Fulfilment is to provide quick and effective access to standard services which business staff can use to improve their productivity or the quality of business service s and products.

Request Fulfilment effectively reduces the bureaucracy involved in requesting and receiving access to existing or new services, thus also reducing the cost of providing these services. Centralizing fulfilment also increases the level of control over these services. This in turn can help reduce costs through centralized negotiation with supplier s, and can also help to reduce the cost of support.

4.3.4 Policies/principles/basic concepts

Many Service Request s will be frequently recurring, so a predefined process flow (a model) can be devised to include the stages needed to fulfil the request, the individuals or support group s involved, target timescales and escalation paths. Service Requests will usually be satisfied by implementing a Standard Change (see the Service Transition publication for further details on Standard Changes). The ownership of Service Requests resides with the Service Desk, which monitors, escalates, dispatches and often fulfils the user request.

Дата добавления: 2014-12-23