Which is the purpose of the service request management practice
What is the purpose?The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Depending on the technology business, many IT teams receive all types of customer service requests. Show
Each service request may include one or more of the following:
ITIL define a Service Request as:A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are often repeatable where procedures of efficiency would have already been put in place to deal with such requests. Service requests are a normal procedure as part of service delivery and should not be mistaken as an incident such as a failure to a service such as a server going off-line or an important report failing to execute. A standard procedure would have already been pre-defined and formalized for a service request and approved by management. Some requests will be fully automated with some simple steps to fulfil the request such as a request for information. Some may be a little more complicated where a new employee starts at a company and requires the relevant hardware and access to systems that will need to be fulfilled by various teams. Even if the request isn't always straightforward, the steps to fulfil the request should be fully documented and well known. In order to fulfil the request, some things have to be considered.
What's Required
Having well-designed processes and procedures will help service request management. The practice can be monitored and tracked to maximise the efficiency of the service. Because there will be all sorts of service request types, different fulfilment workflows will be associated with them. If these are kept maintained and efficient for improvement then it will be easier to keep a limited number of workflow models. It's important to keep the service catalogue updated with any new service requests and to also review existing workflow models that may need to be removed or updated. In order to improve service, service request management could seek feedback along with any compliments or complaints from users. Trending will contribute to analysing what needs to be improved to provide a quality service. Engage Service request management will require regular communication to collect user-specific requirements, set expectations, and to provide status updates. Design and transition Standard service components may be transitioned to the live environment through service request fulfilment. Obtain/build Acquisitionof pre-approved service components may be fulfilled through service requests. Deliver and support Service request management provide and ensure their significant support and contribution to service delivery. Ensuring users continue to be productive really does depend on the fulfilment of their requests. What is ITIL and how does it work? ITIL stands for (Information Technology Infrastructure Library), A framework introduced in the 1980s by the British Government’s Central Computer and Telecommunications Agency known as the (CCTA), whereby a set of documented best practices were created for IT Service Management. This framework suppo… Office BantomimeThe Office Bantomime TeamWhich of the following are the best practices for service request management?Best practices for service request management. Prioritize tickets by leveraging automation in the service desk. ... . Utilize the knowledge management process. ... . Create an expansive service catalog. ... . Integrate with other ITSM processes. ... . Optimize the request fulfillment process with reporting and dashboards.. What is the role of service request?The Service Request Management is monitoring and reporting the agreed Key Performance Indicators (KPI) corresponding to the compliance with customer and management. The duty of providing information to the user is part of the Service Request Management controls.
Which two statements about the service request management practice are correct?Which two statements about the 'service request management' practice are CORRECT?. Service requests are part of normal service delivery.. Complaints can be handled as service requests.. Service requests result from a failure in service.. Normal changes should be handled as service requests.. Which is an example of a service request ITIL 4?ITIL defines a service request as a "formal request from a user for something to be provided -- for example, a request for information or advice; to reset a password; or to install a workstation for a new user."
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