CCS ServiceRequest Delivering a consolidated approach for employee requests for service

Fragmented Services Require a different process for each department request Take away from employee productivity Workflow and communication are often chaotic I need… Please fix… Human Resources Human Resources Facilities IT … Employees Service Departments

CCS Service Request Provides consolidated service request process for employees Single Service Request for all services Automated routing and tracking of request Status updates throughout process Powerful reporting I need… Please fix… Human Resources Human Resources Facilities IT … Employees Service Departments

Employee Opens Request form from Outlook or Web form He/she selects service area for request Request is filled in and submitted Ticket is routed to relevant service group folder for assignment Ticket becomes a work order and is assigned to staff for fulfillment. When work order is completed the requester (employee) is notified Service Area Facilities Service Request Workflow Outlook Public Folders

Service Area SA Subject SA Subject 2 Approver Form Link Initial Service Request Screen Contact information from Active Directory Attach forms, files or any document Fields change base on service requested Link to existing forms

Service Area Employee Department Human Resources Leave Request Vacation Request Darrell Trimble Sales Approver Form Link Vacation Request for Darrell Trimble for August Scott Restivo Human Resources Example Request Screen Link to Vacation Request Form

Form button links to relevant document to be filled out and attached to request

Service Area Location Room Facilities Facilities Example Request Screen

Service Area Computer Operating System IT IT Example Request Screen

Service Area Sponsor Location Meetings / Events Meeting / Events Example Request Screen

Assign Work Order Requestor Name SA Subject 1 SA Subject 2 SA Item 1 SA Item2 Assign to Staff Member for fulfillment Don’t assign, complete now Fields change for each service area

Automatically send a notification to assignee with link to work order

Work Order # Data Keep Track of time spent on work order Work log records activites Link to Outlook Calendar for appointments Tabs for more info, project mgt, data link, knowledge base

SA Subject 1 SA Subject 2 SA Item 1 SA Item2 Data Link Data Work Order Tabs screen (part of Word Order Ticket Detail tab provides a place to enter time and project information The Data Tab provides a place to link to service area databases such as HR or Asset databases Knowledgebase is a place for storing policies or info related to the ticket for future use.

Auto notification of end-user message of completed request

Reporting by service area allows data to be sent to excel or optionally an SQL DB

Service Category SA Subject 1SA Subject 2 Request Form FieldsWork Order Detail Fields Vacation Req*A* vr.doc Change category list here. Add each group on its own line Service List Manager Change subject list here. Add each group on its own line Select Service Category Add Sevice Type for each category here. Add each on its own line. After Type add * A for approval required, and * form name for form Select Subject1 Change Subject labels below. Simply type over SA Subject 1 and SA Subject 2. Custom Fields on Work Order Most data fields can be customized through list manager

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