Service request management process- ISO 20000

by Maya G

The service request management process is a way through which users can submit service requests, assign responsibility to resolve the issues, and monitor the status of these submitted requests from time to time. An efficient service request management solution can support requests from any area a business deals with. Service Request Management Process - ISO 20000 can support employees in keeping track of service requests, responding to them, and collaborating with other internal and external teams to find solutions.

ISO 9001, Quality management system

What are the Processes of Service Request Management?

Service request management involves a series of sub-processes maintained over a service request's lifetime. The stages or processes involved may change in accordance with the type of system in question, but the typical processes are as listed.

  • Initiation: A service request is presented to the appropriate team to review and resolve.
  • Assessment: The said team, which is responsible for managing service requests, evaluates the request and addresses how to tackle the issue. Even though it is done by IT teams, the process can be automated using the software.
  • Fulfilment: The service management team or the team that is responsible for fixing the matter is assigned ownership, and the service request is fulfilled.
  • Completion: Upon fulfilling the request, the service request ticket is closed and deemed resolved.
  • Follow-up: Service requests do not always call for a follow-up, but it is always ideal for reaching out. Collecting the feedback of the user can help the service request management team identify areas to improve and also double-check that issues were resolved properly. Since user satisfaction is a top priority, skipping out on follow-up is never recommended.

What Does It Do and Who Is It For?

The service request management process is beneficial for any service-oriented organization. Employees, agents, managers, and system admins are all equally likely to make use of the service request management process and reap benefits from it.

The primary purpose of this process is to understand the need of the requester. The service management tools enable comprehending and prioritizing requests based on impact and urgency. Another purpose of an efficient service request management system is how it clears off redundant requests. Service management teams often face repetitive queries and requests, and resolving them is a drain of resources. Service request management process - ISO 20000 automates the resolution of such requests and saves the day for IT teams.

Service request management processes also play an integral role in distinguishing incidents from requests. Prioritizing urgent incidents over requests can improve the service that a business provides its users. This standardized process also makes way for requesters with low-priority requests to use self-service resources and solve their issues independently.

What are the Key Objectives of the Service Request Management Process?

ISO 27001, ISMS

The popularity and importance of the service request management process - ISO 20000 has risen in the last few years. Undoubtedly, it is the objective of the process that has brought about such a change. These objectives include:

  • To maintain efficient and productive business at all times
  • Guarantee minimum downtime and interruption to business operations
  • Alleviate workload on IT teams
  • Reduce the impact of malfunctioning processes or inadequate services
  • Improve service delivery and ensure customer satisfaction

Why it is Important?

Service request management is a key component of the ISO 20000 standard. As an essential part of the framework, it brings attention to the management of service request data, helps improve customer relations, and addresses employee-initiated service requests effectively and conveniently. In the right hands and with proper execution, the service request management process supports requests from all parts of an organization and its clientele.

This empowers the business to manage expectations and satisfy customers by tracking request management progress. This standardized process also creates a platform for coordinating requests with finance, marketing, IT, customer service, and other functional departments throughout the enterprise.

Benefits of the Service Request Management Process

When executed efficiently, the service request management process brings forth various benefits. These benefits may not be apparent at a glance, but the service request management process works wonders in the bigger picture.

Service request management, benefits of service request management

  • Automating Time-Consuming and Repetitive Tasks- IT teams regularly come across requests for resetting passwords and responding to typical doubts. These repetitive tasks can consume much of the team's time and resources. Thus, automating these tasks is a wise choice. Automation allows your team to respond quickly to all requests, regardless of their nature, with almost no effort. This can keep your team free to focus on other complex requests that cannot be automated to resolve.
  • Integration of Request Catalogue With Fulfillment Processes- Through the service management process, the requests are transparently connected to fulfillment processes. It is a great way for providers to ensure that their service delivery is consistent and cost-effective.
  • A More Streamlined Process Through Centralized Information- Your organization can gain a single portal for monitoring and managing the status of all the service requests through centralized request management. This means that your team is spared from searching through endless emails to find out who made a particular request or the date on which a request was resolved to update spreadsheets or email a request ticket to someone else.
  • Standardizing the Handling of Request Fulfilment- One way to simplify how your service management team works on multiple tasks simultaneously is by implementing a service request management system. It provides a consistent framework that can fulfill service requests easily. This way, every request is submitted through the standardized process and is handled similarly. A repeatable and consistent process can make things simple.

Improving Communication and Collaboration With Requesters and Internal Teams

Keeping an open channel of communication with users is essential. Communication becomes even more important when requests for longer periods are to be fulfilled. Service management teams should take care to keep the requester in the loop regarding the status of their request and let them know when they can expect results. Thus, customer satisfaction is a highly appreciated benefit of the service management process.