service request management implementation rev mar 11, 2008
DESCRIPTION
DELIVERY MODEL PROCESSTRANSCRIPT
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SERVICE REQUEST MANAGEMENT IMPLEMENTATION
Rev Mar 11, 2008
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KINETIC REQUEST DELIVERY MODEL A proven standup process for the
implementation of Kinetic Request Leverages best practices in the
delivery of Service Request Management to your organization
Includes implementation worksheets and best practices
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DELIVERY MODEL PROCESS
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WHAT IS A SERVICE CATALOG? A documented list of services available
Description Benefit Cost Availability Terms
Often created as a static document Used for discussions between provider
and potential consumer of the service
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WHAT IS KINETIC REQUEST? Actionable Service Request Management
Requests automatically create work orders in background systems
Management of multilevel approvals Real time status visibility
Focuses on customer facing services for a Service Catalog
Publish those services in an intuitive web form
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SERVICE REQUEST MANAGEMENT BENEFITS Provide single point of contact
between customers and the Service Desk
Optimize service provision to the business while reducing the overall costs of service support and delivery
Increase visibility of service requests
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OBJECTIVES Establish a single point for all “formal”
requests Provide visibility into the status of requests Build standards for gathering consistent and
accurate request information Ensure that work is done by most appropriate
organization and skilled resources Ensure that work gets done within expected
timeframes
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KEEP IN MIND Define the services using business
terminology, not technical language Make it easy for customers to
interact with the Service Desk Capture feedback on every request
submitted to ensure customer needs are met
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KEEP IN MIND Continuous review to improve upon
service and delivery performance Don’t need to build it all at once
Review current service desk transactions for low hanging fruit/quick wins
Create a simple prioritized list of future service offerings to be published to the catalog
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ORGANIZING THE SERVICE PORTFOLIO
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ORGANIZING THE SERVICE PORTFOLIO Develop a team with adequate
representation from all stakeholders within each domain
Establish branding, look and feel Determine methods for accessing the
portal Determine set of categories for service
items
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DEFINING THE SERVICE REQUEST PROCESSES
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DEFINING THE SERVICE REQUEST PROCESSES Gather requirements and document the
following for each service item Service description and benefits Business process diagram Form mock up Question definitions Approval process Integration tasks Notifications
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REPORTING Define how you want to see
requests before building them Agent Perspective Manager Perspective Demand Perspective
Make sure you are recording the data you want to report on
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BUILDING YOUR PORTAL AND FORMS
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BUILDING YOUR PORTALAND FORMS Good requirements save countless
hours Technical staff builds templates,
style sheets and complicated technical logic
Analysts add questions and business logic
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TESTING AND DEPLOYMENT Include technical and User
Assurance testing in project plan Use Change Management
procedures for moving new service items to production
Kinetic Request includes easy to use migration utility for Dev->QA->Prod