ITIL Service Request Management: An Expert Guide for IT Professionals

Efficient service request management has become more crucial than ever. It ensures user needs are met promptly, allowing businesses to run smoothly. But what exactly is service request management, and why is it essential for information technology services?

What Is Service Request Management?

Service request management describes the process and tools used to handle all incoming service requests from employees, customers, and vendors. These requests can range from simple tasks like password resets to more complex needs like software installations or access to specific IT resources. Simplifying the service request process can provide adequate customer service and fulfill growing customer expectations.

What Are Service Requests?

A service request is a formal request from an employee for something new to be provided. This isn't about fixing something broken—that would fall under incident management. Instead, service requests are about improving or expanding services. They can include requests like:

• Setting up a new employee's workstation
• Installing approved software
• Providing access to specific network resources
• Performing a password reset
• Answering general IT inquiries

These are considered common service requests because they occur regularly in most organizations. Handling them efficiently is crucial for smooth day-to-day operations by the help desk and support teams.

An effective service request management process involves using request forms and a self-service portal where users can submit their needs and resolve inquiries through automation.

Why Is It Important in IT Service Management?

An efficient service request management system improves the IT department's overall performance. It allows service desk teams to manage repetitive tasks efficiently, freeing resources to tackle more urgent matters. This improves the service management practice and elevates the user experience by ensuring fast service delivery and service request fulfillment.

Steps in the Service Request Management Process

1. Submission of Request: Users submit requests through a self-service portal, help desk, or request forms. The service catalog provides ticket types of available services, making it easy for users to specify their needs accurately.
2. Logging and Categorization: Once received, requests are logged into the service request management software or ticketing system for request tracking. They are then categorized based on type, urgency, and required resources. This helps prioritize and route the requests appropriately.
3. Approval Process: Some requests may require approval from supervisors or managers, especially if they involve additional costs or access to sensitive information. Workflow automation, often integrated with a project management tool, can streamline this by automatically forwarding requests to the relevant approvers.
4. Routing to Service Teams: Approved requests are routed to the appropriate service teams or service desk agents responsible for request fulfillment. Clear assignment ensures accountability and timely resolution.
5. Fulfillment of Request: The assigned team fulfills the request, whether installing software, resetting a password, or providing access to resources. Efficient handling at this stage is crucial for maintaining high customer service and service delivery levels.
6. Verification and Closure: After fulfillment, the service team verifies that the request meets the user's needs. The user may be asked for confirmation before the ticket closes.

Best Practices for Service Request Management

Achieving distinction in service request management requires more than a functional approach; it demands implementing best practices that improve efficiency, reduce costs, and provide seamless customer service. Below are key strategies to ensure your service request management process aligns with the ITSM workflow life cycle and is effective and efficient.

ITSM Workflows

Utilizing workflow automation within your service request management software can significantly streamline operations. Automation helps in:

• Routing Requests Automatically: Requests are routed to the appropriate support teams or service desk agents immediately.
• Automating Approvals: Speeding up the approval process for requests requiring managerial consent.
• Updating Users Proactively: Providing automatic notifications to users about the status of their requests.

Adhering to the ITIL Framework

Embodying the ITIL 4 framework into your service management practice assures that your processes align with the industry standards and that you function as a service provider.

• Service Catalog Management: Maintaining a comprehensive service catalog that details all available services and how to request them.
• Standardized Procedures: Developing consistent steps for service request fulfillment to reduce human errors.
• Continuous Improvement: Regularly reviewing processes to identify areas for enhancement.

Service Catalog

A well-designed service catalog is a one-stop shop for users to understand available services.

• Detailed Descriptions: Clear explanations of services and any prerequisites.
• Request Forms: Standardized templates that capture all necessary information upfront.
• Service Level Agreements (SLAs): Setting clear response and resolution times expectations.

Training Your Service Desk Team

Your support teams are the frontline of employee experience. Investing in their training ensures they are equipped to handle service requests effectively.

• Technical Proficiency: Familiarity with the latest request management software and tools.
• Communication Skills: Ability to interact with users in a friendly and professional manner.
• Problem-Solving Abilities: Skills to quickly diagnose issues and provide solutions.

Implementing the 'Shift Left' Strategy

Understanding the 'shift left' strategy is crucial for modern IT service management. This approach involves moving issue resolution closer to the user by:

• Self-Service Options: Providing users access to a self-service portal and knowledge bases where they can resolve common issues independently.
• AI Technology: Utilizing AI and chatbots to handle basic queries, reducing the load on human agents.
• Educating Users: Offering training or tutorials that enable users to perform simple tasks without assistance.

Key Performance Indicators and Continuous Improvement

An effective service request management process involves handling requests as they come in; it's also about continually assessing and improving that process. Monitoring key performance indicators (KPIs) allows organizations, as service providers, to measure success and identify areas for enhancement.

Measuring Success with Key Performance Indicators

To ensure your service request management is effective, it's crucial to track specific KPIs:

• Average Response Time: The time taken to acknowledge a service request after submission, as recorded in request tracking systems.
• Self-Serviced Ticket Percentage: The percentage of requests resolved without human agents.
• First Contact Resolution Rate: The percentage of requests resolved during the initial interaction without escalation.
• User Satisfaction Score: Feedback from users regarding their experience with the service desk and the overall process.
• Backlog of Requests: The number of pending requests awaiting action.
• Average Resolution Time: How quickly requests are fulfilled from the time they are logged.

Continuous Improvement Strategies

• Regular Process Audits: Review the service request process to identify inefficiencies.
• User Feedback Mechanisms: Implement surveys or feedback forms to gather user insights.
• Training and Development: Offer ongoing training for the service desk team to keep skills sharp.
• Update the Service Catalog: Keeping the service catalog up to date.

Tools and Software for Effective Service Request Management

Proper request management solutions are necessary for efficient service request management. Specialized ticketing management solutions, often integrated with other project management tools, are utilized by modern enterprises to stay on top of the competition.

Choosing the Right Service Request Management Software

Selecting appropriate request management software is a critical step. Here are some features to look for:

• User-Friendly Interface: The software should be easy for the service desk team and users to navigate.
• Workflow Automation: Automate repetitive tasks to save time and reduce errors.
• Integration Capabilities: The ability to integrate with other systems.
• Customizable Service Catalog: A flexible service catalog tailored to your organization's needs.
• Real-Time Reporting: Access key performance indicators and request tracking to monitor and improve the management process.

Unthread's Service Request Management Solution

Unthread is an AI-powered ITSM platform that follows the ITIL framework to track and resolve tickets instantly from Slack. The platform automatically tracks tickets from Slack threads and uses AI to categorize, escalate, and run workflows to resolve inquiries before they reach a support agent. The platform also promotes self-service options for employees to request services and answers.

Learn more about Request Management, and let Unthread modernize your service requests.

Future Outlook

The landscape of IT services is constantly evolving, with IT becoming more integral to business operations. Emerging technologies like artificial intelligence, machine learning, and advanced workflow automation are poised to transform service management practices and significantly impact the ITSM workflow lifecycle. Organizations that keep up with these trends and utilize ITIL service request management frameworks will see increased productivity and improved user satisfaction.