It has probably happened to all of us at one time or another: forgetting your login details for a certain work tool. After having a long think and unsuccessfully searching through your password manager, you're left with no other option than to reset your password. This is annoying, but no big deal. And at the same time, it's a classic example of a service request that your IT team will take care of. The processes and tools used to handle your service request fall under what is known as Service Request Management.
Before we take a closer look at best practices for Service Request Management, let's first look at some basic definitions and how they differ from other Service Management practices.
What actually is a service request?
A service request is a formal request made by staff or customers to IT teams. Service requests are often recurring and low-risk, which is why they can be processed in a reproducible, accelerated or even automated process. Common examples, besides the password resets already mentioned, are holiday requests, access to applications or new hardware.
Service requests are managed together with the service desk portal as part of the request fulfilment process. In case you're wondering what that is again, here's a quick explanation: request fulfilment is the process of providing those who have made a service request with access to the IT services they need to do their job. In short, it is the process of answering and resolving a service request.
So what is Service Request Management?
Service request management describes the processes and tools that organisations can use to handle service requests effectively and efficiently. It is part of the ITIL framework and is related to other ITSM processes, such as Incident Management, Change Management or IT Problem Management.
It is often assumed - incorrectly - that Service Request Management and Incident Management are similar. However, in contrast to service requests, IT incidents that occur unplanned, are individual and must be addressed as quickly as possible due to their risk potential in order to avoid major damage. Service requests, on the other hand, can be classified as rather "harmless" and less time-critical. After all, these are formal requests that follow a set pattern and relate to services that are already clearly defined. You can simply select the service you want from a service catalogue and request it via a service desk.
The following examples illustrate the differences between the service management types once again:
- Service request: Formal user request for the provision of something new or a replacement.
Example: "I need a new MacBook". - IT incident: An unplanned event that interrupts or reduces the quality of a service and requires an emergency response. Example: "The website is down!"
- Problem: The root cause of recurring or preventable incidents. Example: "The problem with the application has happened again!"
- Change: something is added, changed or removed that could impact IT services. There may be a connection to a service request.
Example: "I need to upgrade a database."
Example for the Service Request Management process: This is how you can handle a service request
Now let's look at an example of a process for handling service requests. In the illustration below, we have provided an example of a request fulfillment process based on ITIL recommendations. Based on this, you can adapt existing ITIL processes or define new ITIL processes.
8 best practices for successful Service Request Management
Now that you know what service requests and Service Request Management are and what the process can look like, we want to give you some concrete recommendations for action. Efficiently handle service requests with these eight best practices from Atlassian:
- Start with the most frequent and easiest requests to fulfil. You should define these in advance as a team.
- Document all service request requirements to better manage them (e.g. question fields, approval processes, fulfilment procedures, process owner, SLAs or reports). This step is especially important for more complex request offerings that evolve over time.
- Collect the data needed to start the request process right at the beginning. The rule is: only ask as many questions as necessary.
- Standardise and automate approval processes wherever possible.
- Regularly review the request fulfilment process and procedures. Are there opportunities to optimise them through automation? Identify if there are any special requirements and which support teams are responsible for completing the request.
- Consider what information should be available in your service desk's knowledge base when a request is published. The goal of self-service is to meet your customers' needs faster and, where possible, prevent requests from arising in the first place (self-help).
- Review your SLAs to ensure that the necessary measurements and notifications are in place to fulfil requests in a timely manner.
- Clarify what reports and metrics are needed to properly manage the lifecycle of a service request. First, look at metrics such as customer satisfaction, response time, time to resolution and time to closure.
Create your own service desk portal with Jira Service Management
The basis for efficient Service Request Management is a powerful service desk portal. It not only enables your customers and employees to create service requests, but it also allows your IT team to manage requests and communicate current ticket developments to those affected.
A suitable tool for setting up such a service desk and effectively managing ITSM workflows is Jira Service Management (JSM). Do you want to find out whether JSM is the right software for your company? Contact us and make an appointment. We will be happy to help you!
Sources:
Atlassian
ManageEngine
Further Reading
- How to IT Service Management (Part 1): Operational Support – the Service Desk Portal
- How to IT Service Management (Part 2): Internal IT
- Inventory 24/7: What is IT Asset Management?
- Beyond ITIL – Alternative ITSM Frameworks and Their Differentiation
- ISO/IEC 20000 as a Standard for ITSM Processes
- ITIL – Structure and Flexibility for ITSM Teams
