SERVICE REQUEST MANAGEMENT IMPLEMENTATION

Rev Mar 11, 2008

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

DELIVERY MODEL PROCESS

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

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

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

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

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

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

ORGANIZING THE SERVICE PORTFOLIO

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

DEFINING THE SERVICE REQUEST PROCESSES

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

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

BUILDING YOUR PORTAL AND FORMS

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

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