SERVICE REQUEST MANAGEMENT IMPLEMENTATION

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SERVICE REQUEST MANAGEMENT IMPLEMENTATION
Rev Mar 11, 2008
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KINETIC REQUEST DELIVERY MODEL

• A proven standup process for the implementation
  of Kinetic Request
• Leverages best practices in the delivery of
  Service Request Management to your organization
• Includes implementation worksheets and best
  practices

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DELIVERY MODEL PROCESS
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WHAT IS A SERVICE CATALOG?

• A documented list of services available
• Description
• Benefit
• Cost
• Availability
• Terms
• Often created as a static document
• Used for discussions between provider and
  potential consumer of the service

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WHAT IS KINETIC REQUEST?

• Actionable Service Request Management
• Requests automatically create work orders in
  background systems
• Management of multilevel approvals
• Real time status visibility
• Focuses on customer facing services for a Service
  Catalog
• Publish those services in an intuitive web form

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SERVICE REQUEST MANAGEMENT BENEFITS

• Provide single point of contact between customers
  and the Service Desk
• Optimize service provision to the business while
  reducing the overall costs of service support and
  delivery
• Increase visibility of service requests

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OBJECTIVES

• Establish a single point for all formal
  requests
• Provide visibility into the status of requests
• Build standards for gathering consistent and
  accurate request information
• Ensure that work is done by most appropriate
  organization and skilled resources
• Ensure that work gets done within expected
  timeframes

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KEEP IN MIND

• Define the services using business terminology,
  not technical language
• Make it easy for customers to interact with the
  Service Desk
• Capture feedback on every request submitted to
  ensure customer needs are met

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KEEP IN MIND

• Continuous review to improve upon service and
  delivery performance
• Dont need to build it all at once
• Review current service desk transactions for low
  hanging fruit/quick wins
• Create a simple prioritized list of future
  service offerings to be published to the catalog

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ORGANIZING THE SERVICE PORTFOLIO
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ORGANIZING THE SERVICE PORTFOLIO

• Develop a team with adequate representation from
  all stakeholders within each domain
• Establish branding, look and feel
• Determine methods for accessing the portal
• Determine set of categories for service items

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DEFINING THE SERVICE REQUEST PROCESSES
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DEFINING THE SERVICE REQUEST PROCESSES

• Gather requirements and document the following
  for each service item
• Service description and benefits
• Business process diagram
• Form mock up
• Question definitions
• Approval process
• Integration tasks
• Notifications

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REPORTING

• Define how you want to see requests before
  building them
• Agent Perspective
• Manager Perspective
• Demand Perspective
• Make sure you are recording the data you want to
  report on

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BUILDING YOUR PORTAL AND FORMS
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BUILDING YOUR PORTALAND FORMS

• Good requirements save countless hours
• Technical staff builds templates, style sheets
  and complicated technical logic
• Analysts add questions and business logic

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TESTING AND DEPLOYMENT

• Include technical and User Assurance testing in
  project plan
• Use Change Management procedures for moving new
  service items to production
• Kinetic Request includes easy to use migration
  utility for Dev-gtQA-gtProd