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