SERVICE REQUEST MANAGEMENT IMPLEMENTATION Rev Mar 11, 2008

KINETIC REQUEST DELIVERY MODEL A proven standup process for the implementation of Kinetic Request Leverages best practices in the delivery of Service Request Management to your organization Includes implementation worksheets and best practices

DELIVERY MODEL PROCESS

WHAT IS A SERVICE CATALOG? A documented list of services available Description Benefit Cost Availability Terms Often created as a static document Used for discussions between provider and potential consumer of the service

WHAT IS KINETIC REQUEST? Actionable Service Request Management Requests automatically create work orders in background systems Management of multilevel approvals Real time status visibility Focuses on customer facing services for a Service Catalog Publish those services in an intuitive web form

SERVICE REQUEST MANAGEMENT BENEFITS Provide single point of contact between customers and the Service Desk Optimize service provision to the business while reducing the overall costs of service support and delivery Increase visibility of service requests

OBJECTIVES Establish a single point for all “formal” requests Provide visibility into the status of requests Build standards for gathering consistent and accurate request information Ensure that work is done by most appropriate organization and skilled resources Ensure that work gets done within expected timeframes

KEEP IN MIND Define the services using business terminology, not technical language Make it easy for customers to interact with the Service Desk Capture feedback on every request submitted to ensure customer needs are met

KEEP IN MIND Continuous review to improve upon service and delivery performance Don’t need to build it all at once Review current service desk transactions for low hanging fruit/quick wins Create a simple prioritized list of future service offerings to be published to the catalog

ORGANIZING THE SERVICE PORTFOLIO

Develop a team with adequate representation from all stakeholders within each domain Establish branding, look and feel Determine methods for accessing the portal Determine set of categories for service items

DEFINING THE SERVICE REQUEST PROCESSES

Gather requirements and document the following for each service item Service description and benefits Business process diagram Form mock up Question definitions Approval process Integration tasks Notifications

REPORTING Define how you want to see requests before building them Agent Perspective Manager Perspective Demand Perspective Make sure you are recording the data you want to report on

BUILDING YOUR PORTAL AND FORMS

Good requirements save countless hours Technical staff builds templates, style sheets and complicated technical logic Analysts add questions and business logic

TESTING AND DEPLOYMENT Include technical and User Assurance testing in project plan Use Change Management procedures for moving new service items to production Kinetic Request includes easy to use migration utility for Dev->QA->Prod