Request Management Process
What is a Service Request
A Service Request is a request from a requestor that is low-risk and relatively common. It follows a standard procedure for Fulfillment, and the Process responsible for managing the lifecycle of the Service Request is the Service Request Management Process.
Scope
This process will effectively and efficiently manage all Requests submitted by the Requestor through Phone, E-mail, and the SoftwareOne Cloud Management Portal.
Objective
The objective of the Request Management Process is to standardize the handling of Service Request with the appropriate controls in place to ensure the best possible levels of service quality and availability are maintained.
To provide a channel for users to request and receive services
Maintain customer satisfaction through efficient and professional handling of all service requests
Provide information to customers about the availability of services and the procedure for obtaining them
To assist with general information or questions
Effort is not wasted on unapproved requests
Who can raise a Service Request?
Customer Authorised Contacts
Support staff on behalf of the Requestor
Service Request Reporting Source
Customers can submit a Request through the following:
Phone
E-mail
SoftwareOne’s Cloud Management Portal
Policy Statement
All Service Requests must be logged, coordinated, managed, and fulfilled as per the Service Request Management Process.
All Service Requests shall be recorded in the Service Management system.
Service Requests shall be approved (if applicable) before fulfillment activities are undertaken.
The Customer shall be notified of the status of the Service Request throughout the Service Request lifecycle.
Upon Fulfillment of a request, the Requestor shall be notified that the request has been completed.
Process
RACI Matrix: Request Management
Key:
R=Responsible
A=Accountable
C=Consulted
I=Informed
Stage | Requestor (Customer) | Support Agent |
|---|---|---|
Raise Request | R | I |
Categorize and Prioritize Request | I | R |
Identify Fulfillment Method | I | R |
Update Ticket Work notes | I | R |
Fulfill Request | I | R |
Internal and external communication of the Request status | I | R |
Resolution notification to Requestor/Stakeholders | I | R |
Priority Matrix and SLAs
Please refer to the Service Levels Section of the User Guide for details of how priorities are calculated and the corresponding SLA