![]() SSPs are the most efficient method for requesting services. ![]() Present service requests to end users in a Self-Service Portal (SSP).Eventually you can automate segments of the workflow as well. When everything is documented, it is also easier to build out the workflow process in an ITSM solution. Be sure to cite analyst teams that are responsible specific workflow segments. This can be done in Excel or workflow style using Visio diagrams. Identify and document processes to fulfill different types of service requests.First separate out incidents, then use the remaining data to determine a simple catalog structure that can expand as needed. If you use a ticketing system, export the data into Excel. Gather data on IT services you provide to the company. Here are a few of each to get you started: Service Requests This way issues can be avoided or resolved before they cause damage to the business (damage that can be measured in real dollars.) Best Practices for Service and Change Requestsīest practices for implementing and maintaining service requests and change management are mostly common sense. Change management is important because it coordinates and centralizes information about changes affecting infrastructure. IT organizations tend to implement change management when IT infrastructure has grown and is unable to be managed by a single team. The goal is to control risk and minimize disruption to associated IT services and business operations during and/or as a result of the change process. Change Management controls changes to IT services through standardized procedures. Highly recommended: cite the expected completion time of service requests versus incidents so that expectations are level set.Ĭhange management is an entirely different kind of flying from incident management and service request fulfillment. So do Service Level Agreements (SLAs), because they set expectations, goals and team commitment to delivery, whether or not they are formally documented. What could make service request fulfillment more efficient? Pre-defining steps and responsibilities in a service request, so that analysts have a standard, agreed-upon guideline to follow. Without clear processes for different scenarios, there could be unnecessary delays and disruption. A service request, like new employee onboarding, could involve three or four analysts in different departments. For example, it could take one or two analysts to resolve an incident, depending on the escalation process. Your ability to manage time and resources may depend on it. It’s easy to focus on incidents, because there is urgency to fix what is broken, restore order / momentum and help end users get back to work.īut service requests should be differentiated and reflected in ITSM reporting. Why Service Request Fulfillment and Change Management are Important ![]() ![]() One change can affect other applications and systems, so you need a way to track how systems are connected and what the impact of various changes will be. Change Management: managing a system change, like a migration or upgrade.Request: a need for something, like a new laptop or onboarding an employee. ![]() Incidents: requests to the service desk about things that went wrong or are broken.ITIL processes provide structure and best practices so that you can execute, plan and prioritize for: When you take time to distinguish and address request and change management disciplines as well, you lay sound groundwork for effective IT service delivery and support. Incidents, however, are just one aspect of Information Technology Infrastructure Library (ITIL). You’re also in a better position now to capture, analyze and report on metrics and KPIs. This blog was updated from its original version, Life Beyond Incident Management, published on January 24, 2019.įeeling good about implementing IT incident management and other ITIL processes in your organization? Rightfully so-it’s an accomplishment to have set up processes and tools that resolve nearly any type of issue, help you spot trends and better allocate resources. ![]()
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