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Service Request Management

This process aims to ensure the timely acceptance, documentation, handling, and close-out of service requests.

Tasks

Skills

Accept service requests and document accordingly

Provide response according to pre-defined service-level requests

Evaluate scope of request and define work effort to user

Determine ways to better address core requirement because customers do not always know what they need

Define processes/procedures to improve request process

Attention to details

Knowledge of service-level agreement approach to IT management

Staffing

Automation Technology

Help-desk specialist

Line of business liaison

Customer service representative

Various point products to manage service requests

Help-desk tools

Best Practices

Metrics

Management with clearly defined categories for service-level requests

Strictly defined service-level agreements for each category

Automated process enabling customers to enter service requests

Automated escalation of overdue requests

Number of requests/month

Number of requests/staff

MTTR for each request (by type)

Number of late service events/number of requests

Process Integration

Futures

Job scheduling

Increased automation to enable quicker and cheaper management of servicing requests

Fully automated SR process

Ongoing improvement in the descriptions of service by type and escalation procedures


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