ITSM Request

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					 ITSM Request Fulfillment

David Galassi
Request Process Owner
Director, Network Services
7/25/12
                   Agenda
•   What is Request Fulfillment
•   Current Status of Request
•   Future Vision
•   How to “Propose a New Request Type”
   What is a Request Fulfillment ?
• To Manage the lifecycle of all Service Request
  – Maintain user and customer satisfaction through
    efficient and professional handling of all SR
  – Provide a channel for the request and receipt of
    standard services for which predefined
    authorization and qualification process exists
  – Provide information to users and customers
    about the availability of services and the
    procedure for obtaining them
    Request vs. Change/Incident
• Requests are planned…Incidents are not
• Request for Information are Requests, but
  should be documented using the incident
  screen
• Any modification to a CI (configuration item) is
  a change and require a control.
 Current State of Request Fulfillment
• Request for Information are documented
  using the incident screen
  Current State of Request Fulfillment
• We have one Request Type called the Internal
  ITS request, which is available via the service
  catalog.
Current State of Request Fulfillment
  Current State of Request Fulfillment
• We are testing a method to propose a new
  request type (currently in the Development
  Instance)




• We are deferring requests that need financial
  approval until START replacement
               Future Vision
• Service Catalog will be fully populated with all
  ITS services
• Service-Now Service catalog is linked with the
  ITS website to enable “Amazon” like service
  fulfillment
• START is replaced with a system that can
  leverage the service fulfillment workflow
• The status of your request is available like
  Fedex tracking
Propose a New Request Type
Propose a New Request Type
Propose a New Request Type
Propose a New Request Type
Propose a New Request Type
Propose a New Request Type
Questions

				
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