Review the request fulfillment process and procedures to identify which support teams are responsible for completing the request, and if any special requirements exist.For example, all requests for new monitors are considered pre-approved (and automatically fulfilled if possible) and all software requests need to be approved by the customer’s manager. Standardize and automate the approval process where possible.Capture the data needed to start the request process upon intake, but don’t overload the customer with too many questions.This step is very important for more complex request offerings that will evolve over time. This will allow the IT team to best manage the request offering over time. Document all your requirements for your service requests- question fields, approval process, fulfillment procedures, fulfillment team, process owner, SLAs, reporting, etc.Defining them provides immediate value to customers and allows the IT team to learn as they build out future phases of the request workstream. Begin with the most common, simple, and easily fulfilled requests.So what does it take to create an efficient service request management process? Here are 8 tips to consider: At Atlassian, we recommend support teams regularly conduct health monitors to assess and take action to improve the team. Working in IT can be a difficult and thankless job. Becoming a learning focused team and embracing continuous improvement means the IT support team can be better customer advocates. This provides a chance to ask questions, pinpoint areas for improvement, and make sure requests are routed to the appropriate teams. When IT teams swarm issues in tools like Slack, they also gain an opportunity for everyone to learn from the process of resolving the request.īy adding regular retros, the team gets a moment to step back and review everything that happened, on an ideally weekly basis. In this approach, every member of the support team can get closer to the customer and answer questions. We recommend a more collaborative approach to service request management. Typical tiered support teams are highly structured and manage requests via escalations. To deliver better customer service, it’s important to focus on the well-being and development of frontline support teams. IT shouldn’t be thought of as a bottleneck. Meanwhile, customers complain that IT is difficult to work with, unresponsive, and takes too long to fulfill the requests they need to do their job. IT service teams in large corporations are constantly responding to requests from the business, often falling into the mode of reacting first to the customers who make the most noise. Requests for services often exceed the supply of available time and resources. The unsung heroes of any organization, support teams understandably get burnt out by the sheer volume of tickets they handle. For instance, if a new employee submits a service request for access to a software application, that request can be pre-approved and automatically granted.Īll of this means that the IT team can reduce stress, save time, and avoid overly complicated workflows. Considering the variety of incoming change, incident, and service requests you have to handle, separate workstreams and records will allow your team to figure out how best to allocate your resources. Service requests are quite often low risk, and can be expedited or even automated. Service requests should be handled as a distinct workstream to help IT teams focus on delivering more valuable work and better enabling the rest of the organization. Example: “I need to upgrade the database!” Change - Adding, modifying, or removing something that could affect IT services.Example: “That application issue strikes again!” Problem- The underlying cause of recurring or preventable incidents.Incident - An unplanned event that disrupts or reduces the quality of a service and requires an emergency response.Service request - A formal user request for something new to be provided.It’s worth briefly covering certain key terms before getting into distinctions. A common question that comes up about service request management is how it relates to core IT practices including incident, problem, and change management.
0 Comments
Leave a Reply. |