Posted: Wed Mar 26, 2008 11:47 pm Post subject: Request
We have developed a totally separate request process from the incident process.
Our Service Desk will either log:
-an incident record
-a request record.
Requests are broken down into three types:
-Requests that the Call Center handles
-Requests that are standard
-Requests that are nonstandard (other)
We're not mature enough to have a service catalog, but our standard requests basically make up the catalog.
Standard and Nonstandard requests are then sent to fulfillment areas, such as yours.
Standard requests will not require much approval, basically a check to see who submitted the request to see if they have the authority to do so.
Nonstandard requests require approval with a high level estimate on the impact - a decision to move forward with the request or not to.
If a standard or nonstandard request impacts a CI, then it will invoke the Change process.
I think with separating out incidents from requests, those that are managing those processes, such as myself, will truly benefit. I don't think from a fulfillment area perspective it will make much difference.
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