Overview

Efficiency redefined with robust Service Request Management!

A Service Request (SR) is a request from a user or their authorized representative, initiating a service action which has been agreed as a standard part of service delivery. Users have easy access to the services through the Service Catalog. The Service Catalog offers information about both existing and newly introduced services, accessible to users.

Service Request Management involves maintaining the agreed-upon service quality by effectively managing all SRs initiated by users in a user-centric and efficient manner.

User Persona: Admin / End User / Approver / Analyst

Service Request Management Lifecycle

1. Service Request Creation

An End User may create a Service Request (SR) on their behalf, or an Analyst may do so. The End User or the Analyst should choose a Service Catalog that fits the requirement when creating the SR. At this stage, the SR's status is New. For more information on how to log a SR, refer New Service Request.

2. Service Request Approval

Once an SR is logged, if the Workflow configured for the SR demands for an approval, then the SR is assigned to an Approver for approval. Depending on the configuration, more than one approval may be needed for the SR. To know more about Service Request Approval process, refer Approve Service Request.

3. Service Request Fulfillment

After an SR is logged and approved, the SR fulfillment process begins. This involves Analysts who will perform tasks necessary to fulfill the request. These tasks may include assigning resources, scheduling activities, and implementing solutions. Once all required actions have been completed and the SR has been fulfilled, the requester is notified, and the SR is marked as resolved by the Analyst.

The selected Tenant and Service Catalog determine which Workgroup the approved SR should be assigned to. The SR is then assigned to an Analyst of the assigned Workgroup. The status of the SR changes to In Progress once the Analyst has been assigned to it.

The Workgroup Owner's selects Service Window for the SR, which is used by the Analyst to work upon the SR and resolve it. If an SR calls for assistance from another department, the Analyst can also generate Workorder and assign them to that department.

The assigned Analyst must respond and address the SRs within a specified time frame. So, Response SLAs (Service Level Agreements) are in place to ensure this. The Response SLA that a particular SR takes is based upon the configuration. The Response SLA may be assigned to an SR based on several factors, such as, the criticality of the SR, the type of service being requested, priority of the SR.

Due to pending user information or dependency on another action, the Analyst may change the status of the SR to Pending if they are unable to continue working on it. The status of the SR changes back to In Progress as soon as the Pending Reason is fulfilled, and the Analyst can continue working on it.

To know more about how Analysts manage logged in SRs, refer to Manage SRs.

4. Service Request Closure

The End User or the Analyst may close the SR after the resolution of the SR. If auto closure is set up, the SR may also be closed without user intervention. The End User can provide feedback for the closed SR. Also, the End User may reopen the SR, if the resolution is not satisfactory.

Enhancing Service Delivery with Apex

Apex is a cutting-edge platform, designed to revolutionize how organizations handle SRs. Apex's comprehensive Service Request Management module is engineered to streamline and automate the handling of various types of SRs. From simple inquiries and information requests to more complex service requirements, Apex facilitates seamless request submission, tracking, and resolution.

Here are the highlights of how Apex's effective Service Request Management module helps Admins, Analysts, Approvers, and End Users.

Let's look into the actions taken by Admins, End Users, Approvers, and Analysts in Service Request Management:

Admin	End User	Approver	Analyst