Request Fulfilment
Request Fulfilment addresses with commonly recurring requests imposed on the Service Desk, which 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 an installation of standard SW on a specific workstation or the request for a consultation.
Approving
Some requests, what minimal risk soever to the organization business they present (request for a standard HW, an installation of approved SW, etc.) must be approved e.g. in terms of finances.
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.
Default Process Sample
This is the default process sample which the customer can further edit according to his own needs.
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Description |
Instructions for solver |
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Approving
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Pending approval for request.
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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.
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Implementation
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Pending implementing request.
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Implement the request.
Save all changes to the configuration database.
Click on "Close" to close the request.
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Closed
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The request solution process has been finished. The request is closed.
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