Posted: Sun Dec 16, 2007 8:19 pm Post subject: Request for Service and New Service Request
I, as a Helpdesk Manager is finding it a bit too difficult to segregate a Request for Service and a New Service Request .I have always believed that the Helpdesk or the Service Desk is the Single Point of Contact for all disruptions in the service . The end users should be able to request for a service request by calling up the Hotline number . For example , the helpdesk should always expect calls for PC performance , share drives access problems, software bugs etc. I was just wondering if the helpdesk should also expect calls for a new PC requirement, New drive access and new software which was never there. I am a believer that there should be an online requisition form for addition of existing services for any users. This should solve purpose of workflow management and as most of the times the new service requests involve approvals However , this defeats the purpose of the HD or the SD as the SPOC for the end users. How are the new service requests "best practised" in your areas ?
"I am a believer that there should be an online requisition form for addition of existing services for any users" - this is moving into the relams of Service Catalgue and Service Portfolio Management.
generaly an org needs to be maturing in thier Service Level Management area and have a solid Service Desk function in place to support service catalogue. The service catalogie is maeant to be like a portal where a user can "order" a service like ordering a PC.
No bear in mind that you have to have the backend in place and working before introducing self service as the mechanics of e.g. a new pc order have to be there to fulfil that order.
In the meantine you could liik at using a self service ticking system where a user can log a request via a web page or similar that creates a service request in the backend service management system and the Service desk transfer it or deal with it (which every that are meant to do). With this option you can flag the call logged by the user in the back ground as a "request for service" or whatever you want. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
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