Ten Best Practices for Self-Service Request Management
Rodrigo Fernando Flores
Requests for IT services usually exceed the available time and resources needed to fulfill all the requests. IT service teams in most large corporations are constantly reacting to requests from the business. Meanwhile, employees continue to complain that IT is difficult to work with, unresponsive, and takes too long to fulfill the services they need to do their job.
The explosion of application options and the continually connected workforce have led to more and more pressure on IT organizations. Not only is there more technology per user, but the applications and options are more complicated than ever. As a result, the increase in the volume and complexity of service requests - requests for everything from access to applications, to software enhancements, to computer upgrades, to email and network access - have expanded dramatically.
That challenge is only compounded by the fact that each group within the IT organization usually has a different system in place for managing requests. And while IT is constantly busy, staff members are hindered by manual and inefficient processes - or working on tasks that may not be a top priority for the business.
This white paper outlines the challenges associated with IT Request Management and ten best practices that represent the hard-won knowledge from dozens of successful Service Request Management projects. By following these guidelines, your IT organization can provide more responsive service delivery, increase operational efficiency, and improve internal customer satisfaction.