request management process preview
Post on 14-Feb-2016
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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 fulfilledImproved 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 RequestSubmitted 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the Request is activeCompleted the Request is completed and has a Closure Code:• Duplicate• Completed successfully• Withdrawn• Rejected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 changeAd 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 ContentSome 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 RequestsMy
department
’s Requests
Explanation of Priority setting
Build ContentOther 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 serverLayout 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 RequestsHuddle 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
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