Request Management Process Preview

Request Management Mirror-

Why Request Management?

A random three day sample of Incidents revealed that about 86% of the registered Incidents were legitimate Requests

Many other Request processes exist that do not go through Service Manager

Conclusion: we process lots of Requests in Informatics!

User feedback -- Informatics is black box

The Help Desk receives some Requests

Other Requests come in via•Email•Web sites•Sharepoint•Pdf documents

Goals of Request Management

Meet user community needs

provide entry that is intuitive and easy to use

build smart systems and processes to insure effective triage and monitoring

facilitate appropriate and timely communication to the requestor

Benefits of Request Management

Quick and effective access to tools that will enable Requests to be logged and fulfilled

Improved quality and consistency of Request processing

Increased level of visibility through centralized management of Request processing

Reduced cost of processing Requests

Improved visibility of the Request lifecycle

What can you do?

Listen to this preview so you can tell us what we forgot or what should be improved before we go forward

Communicate to work groups and Requestors

Solution overview

Requests Portal

data in Service Manager

workflow in Service Manager

Workflow will enable

• Standardized notifications• Improved visibility• Better coordination between workgroups

Requests - Basic Flow

Phases of a Request

Submitted all Requests begin in this phase and remain there until someone looks at the ticketPending the Request is in a wait state:• Budget• Resource• Feasibility• Other• Approval• Information• PrioritizationAssigned an individual has been assigned to the RequestIn progress the Request is activeCompleted the Request is completed and has a Closure Code:• Duplicate• Completed successfully• Withdrawn• Rejected

Notifications

Requestors will be notified whenever a Request has a

Phase change

Ad hoc notifications will also be enabled

Target workgroup managers will be notified when new

requests are logged

Requestors can opt out of the notifications except for

when the request is Completed

Subprocesses of Request Management

Request Process

Interaction between the

Requestor and the work group

Process to build content

Interaction of work group,

Service Manager & Requests

management group

Process to Review

Requests

Oversight by Requests

management group and the

Huddle

Requestor

Users will have options

• Web forms will be built to enable the entry of Request details

• A web service will allow alternate entry options

• Allows for teams to build there own forms or enable existing forms

Requestor

Users will be required to enter

minimal information

• Submitted date• Requestor• Workgroup• Request Owner• Preferred method of contact• Short description

Requestor

Users will be required to enter minimal

information

• Submitted date system generated

• Requestor “• Workgroup defaults to

Help Desk• Request Owner “

Requestor• Preferred method of contact

“ email• Short description only

required field

Requestor

easily find request forms

• By workgroup• By application• By service• My prior requests• My department’s requests

Requestor

Users should be able to report or query

Incidents also• Utilize Employee Self Service

Build Content

Some content will be standardized across all portal pages

Generic request

s – enter some text

and the Helpdesk will triage

Log an Interact

ion through Employee Self-Service

Key word

search

Request

history My

Requests

My department

’s Requests

Explanation of Priority setting

Build Content

Other content will require work groups to coordinate with Request Management to specify how their

Requests should be processed

So how does content build start?

By entering a Request

through the Request portal

An example…

EAI may want to specify what should happen when someone requests a server

Layout a form to collect the data

What type of ticket(s) are created in Service Manager

Requests, Changes, etc

Who they are assigned to?

Are approval steps needed?

Workflow – what sequence of events makes sense?

Service Manager team will…

Eliminate ambiguity Propose alternativesComplete

development

Review Requests

Number of requests over a time period

Number of times Requests are re-assigned

Actual completion vs.

Estimated completion

Actual completion vs.

Requested completion

Key performance indicators

Review Requests

Huddle Oversight

Requested feature

assigned to correct work

group?

Review Key Indicators

Encourage use of the Requests

process

Custom reports are possible…

Elapsed time in individual phasesNumber of Requests by workgroup

Number of Requests by Request templateNumber of Requests by requestor

Number of Requests that don’t meet timelinesList of Requests by workgroup to use for

Priority settingetc

What’s next?

Finalize design with feedback from this groupBuild workshop next week

Develop the core infrastructure in Service Manager

Start with 3-4 pilot request templatesAdd more templates for use by Informatics

Open the Requests Portal outside of Informatics

What did we forget?

Your next step

Please spread the message

Provide more feedback to us when you encounter bright ideas