Service Request Management

An enterprise faces everyday hundreds of service requests coming from different entities (customers, employees, partners etc). Managing these requests fast, accurately and effectively is achieved through a Service Request Management System. It offers a platform that combines service desk with service catalog capabilities to provide a unified solution that replies to all service request needs in just one step.

Challenges:

Businesses deal with hundreds of service requests per day. These requests cover many issues and come from different entities.

How to effectively manage the increasing volume of workloads of requests coming from different entities, with solutions residing in different sources?

How to efficiently use obtained knowledge and use the predefined solutions to answer to a repeated request?

How to minimize work needed for manual, repeated requirements and effectively put to use the experience and knowledge in solving these requirements.

Solution:

Service Request Management (SRM) offers a solution that effectively manages all the flow of service requests in a company 

The service desk component includes a range of built-in features that make possible the automation of incidents only through one point.  This organization enables unified workflows and quick answers through knowledge management.

Services can be requested directly from a predefined catalog, lowering the cost of service request and retrieval.

Service Request Management provides workflows, key performance indicators, templates and reports.

This solution in addition to service requests, manages and monitors different processes, ranging from human resources applications to office devices and environmental systems.

Service Request Management offers knowledge management capabilities, offering better solutions in less time.

Results: 

The Service Request Management helps an organization in responding to its service requests, incidents and problems through a single point of contact.

This system guarantees that all problems are solved correctly, increasing organization’s performance.

The Service Request Management offers fast, encompassing, efficient solutions.

The visualization capabilities, like dashboards, offer users an intuitive, graphical display that helps them in absorbing the service.  

Through the integration of such system, organizations conduct frequent analysis of inner systems achieving continuous monitoring and better general performance.