Request Fulfilment
Request Fulfilment addresses commonly recurring Service Requests imposed on the
Service Desk. Service Requests present a risk small enough that it may not go through more
formalized Change Management ITIL process. Typical requests addressed by the
Request Fulfilment include a request for a password change, request for a
standard desktop, request for an
installation of standard SW on a specific workstation or the request for a
consultation.
Various Request models can be specified using the
templates functionality to support consistent handling of frequently
occuring situations.
Approval
Certain types of Service Requests (request for a standard HW, an installation
of approved SW, etc.)
must be approved finacially (e.g. requesters manager confirms that the cost
can be allocated from his budget).
Approval can be realized in two ways in Alvao Service Desk: by an e-mail
statement of approver, and more formally – by the Have approved functionality.
Using the approval agenda we can predefine various
Approval schemes for various services. Approval scheme is activated at the
start of the process, and until the request is approved, the solution does not
start and the solver team does not see it in "Requests to be resolved". Of
course, during solution of the request, when new circumstances are found, the
approval can be induced anytime on any approval scheme.
Service Request recommended attributes
The following table presents the recommended set of
attributes for managing workflow of Service Requests.
| Attribute name |
Attribute type |
Mandatory for statuses |
|
Call-back method |
List of values
|
|
|
Request closure category |
List of values
|
Resolved
|
Service Request sample workflow
This is the default process sample which the customer
can further edit according to his own needs.
| Status |
Description |
Instructions for solver |
|
Approving
|
Pending approval for request.
|
Make sure that this is a "Service Request".
If it is not the case, click on "Move to
another service" to move the request to the
correct service.
Make sure that the
request has been approved. If it has been
rejected, click on "Close" to close the
request.
Specify the solution priority.
Then use "Assign to solver" to hand the
request over to a specific solver.
|
|
Fulfillment
|
Pending implementing request.
|
Implement the request.
Save all changes
to the configuration database.
Click on
"Resolve" to resolve the request.
|
| Resolved |
The request has been resolved.
| |
|
Closed
|
The request fulfilment process has been
finished. The request is closed.
|
|
Did not find what you were looking for? Ask our technical support team.
|