Service request management can play an invaluable role in supporting service desk operations and getting the most out of your workers. The solution enables you to separate different support requests to effectively prioritize where time is spent and which people on the service desk handle different tasks. However, using service request management to its fullest potential can prove difficult if you do not work hard to integrate the module with the service desk in meaningful ways.
Just looking at service request management as a way to separate break/fix incidents from everything else is a common, but limited way to use the system. There are many misconceptions out there that could restrict what you get out of a service request management platform.
A few misconceptions that you should avoid are:
1. It's All About Break/Fix Incidents
Don't get me wrong here, being able to separate break/fix incidents from other service requests is an extremely valuable feature, but it isn't the only thing you can use a service request management platform for. Instead, your service request management solution can provide a centralized filter for every type of support ticket your IT service desk team gets. The end result is a much more efficient operational environment in which different types of service requests are not only prioritized, but automatically distributed to different employees based on their areas of competency.
2. It's Only an IT Tool
This misconception is an issue throughout the IT service desk. The simple reality is that the tools that lead to IT service efficiency can easily be ported out to human resources, accounting and facilities teams, among others, to help them improve scheduling, end-user support and similar tasks. The end result is an environment in which line-of-business users can access to the best tools possible to support user demands and, in the end, the entire business benefits.
3. It's Only About Resolving Issues Quickly
The fact that service request management is so useful at bringing break/fix incidents to the attention of support teams has led to a myth that the solution is only about accelerating IT's response to problematic issues. That isn't the case. Instead, service request management can also play a key role in helping IT users enable business employees to access solutions they want as efficiently as possible.
There are plenty of misconceptions out there about service request management, but avoid these three and you can get off to a good start when deploying a solution.