A Service Request Management Workflow refers to the structured process an organization follows to handle and fulfill service requests.
These requests typically come from employees or customers and can include things like access to software, password resets, hardware requests, or changes to existing services.
The workflow ensures requests are tracked, processed, and resolved efficiently while maintaining transparency and accountability.
Key Stages in a Service Request Management Workflow:
1. Request Submission
• The user submits a request through a portal, email, or help desk system.
• The request includes details like the type of service needed, urgency, and any supporting information.
2. Categorization and Prioritization
• The request is categorized (e.g., hardware, software, access).
• It’s prioritized based on urgency and impact (e.g., critical, high, medium, low).
3. Approval (if necessary)
• Some requests may require managerial or departmental approval, such as software purchases or data access.
4. Assignment
• The request is assigned to the appropriate team or individual responsible for fulfilling it (e.g., IT support, facilities team).
5. Fulfillment
• The team processes the request, which could involve provisioning software, delivering hardware, or resolving an issue.
• Updates are provided to the requester during the process.
6. Closure
• Once the service is delivered or the issue resolved, the request is marked as completed.
• Feedback may be collected to measure satisfaction or improve the process.
7. Reporting and Analysis
• Metrics like resolution time, customer satisfaction, and request volume are analyzed to improve efficiency and service quality.
Benefits of a Service Request Management Workflow:
• Efficiency: Streamlines request handling with standardized processes.
• Transparency: Allows requesters and teams to track progress in real time.
• Scalability: Can handle a high volume of requests without losing quality.
• Accountability: Assigns clear roles and responsibilities for request fulfillment.
• Continuous Improvement: Reporting helps identify areas to enhance processes.
This workflow is often managed using IT Service Management (ITSM) tools like ServiceNow, Jira Service Management, or Zendesk.