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Service Request Fulfillment
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Module List:
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SMART Suite Service Request Management (SRM) system stops paper at the source, helping companies increase accountability and boost productivity. SRM is used by service desk professional from IT, HR, Finance and Administration Departments to support service requests. Service Support Associates can view the requested services, access customer data, check the required approvals and resolve the service requests. Implementing SMART Suite SRM will achieve the following :
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- Provide a uniform mechanism for processing service requests, by giving reliable information on availability of service requests and Implement an approved process of how to obtain them.
- Assist in General Information's, queries and complaints.
- SMART Suite SRM automatically routes the service requests.
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SMART Suite can used to meet the routine end users needs like, several infrastructure components and services to fulfill his/her own business job tasks. Some of the services requested will be from broad range of “one-off” and periodically needed supplies e.g. IT-hardware/software, telecommunication, office supply, office furniture. Additionally there can be several services the business user needs often which can also be published in service catalog like Reservation of meeting rooms, Reservation of projector & Ordering of business cards etc.
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Authorizations, Assignments & Escalations Alerts
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SMART Suite SRM automatically routes the service requests for any number of required approvals and then assigns the request to appropriate support associate based upon the rules defined in the workflow. If the SLA are breached an escalation alert can be send to the concerned manager for further action.
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Service Request Management Key Features :
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- Service request can be opened by a user or a service desk call taker using Shared Service Catalog.
- Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs).
- Configurable Workflow for routing to fulfillment providers after necessary online approvals is taken.
- Automatic escalation via Email / SMS based on rules.
- Automated action taken by the system based on rules, such as change a status after a specified time period.
- Work Orders or Tasks can be created and assigned for fulfilling a service request.
- Activity Notes placed in a service requests.
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