When you shop online, you probably gravitate toward those vendors that provide a catalogue of requestable services listing all of the products they offer. Usually, this catalog includes a brief description of each item, its price, and its delivery time. From the catalog, you easily drill down for more details on any
product, just by clicking on it. Then, when you find the product you want, you simply select it and your order is automatically placed. Finally, you can return to the online site at any time to determine the status of your order. Now that’s convenience.
If only the employees in your organization could have that same level of convenience in finding the services they need, requesting those services, and tracking the status of their requests.
Good news... they can. Service request management technology is evolving, giving employees the luxury of one-stop, online shopping for all the services they need. It also gives the service providers in your organization a single place to advertise their services to employees. It’s like having a service supermarket at your employees’ fingertips.
The business benefits are significant. Because the system employs standard, repeatable, best-practice processes for handling requests, it reduces business risk and gives management greater insight into service delivery quality and costs. Employee productivity rises because people can find the services they
need when they need them. Services are delivered quickly, effectively, and at a lower cost. Employees can initiate and track service requests on their own, reducing the load on the service desk. And, finally, all service requests are tracked for later auditing, as needed for regulatory compliance.
- Discusses the need for a service request management solution that enables enterprises to realize these business benefits
- Examines the criteria that a service request management solution should meet
- Describes the business benefits in greater detail