Sometimes the simplest things can bring us incredible happiness. Life can get so complex that having a solution to one of our problems be simple and easy to employ can be refreshing. This is also the case with the IT service desk, where you'll often see potential solutions that are so complicated that they will take you months, and possibly longer, to get into operation. We love simplicity. There is something about a service desk solution that can be deployed quickly and adjusted easily that reminds us that elegance and precision are still possible in an increasingly complex IT service management landscape.
This is why we love service request management tools. They provide such a simple function - dividing different types of service requests - that they may seem like an afterthought. But this clear division improves so many aspects of the service desk that it ends up being an elegant tool for any organization trying to improve support efficiency.
Three specific reasons why we've fallen in love with service request management are:
1. Focusing on Break/Fix
Break/fix incidents are the everyday fires that IT service desk teams need to put out. Like a fire, these issues can come up seemingly out of nowhere and require some detective work after the fact to figure out what caused them. Also like fires, they need to be dealt with quickly because they can do a lot of damage if left unchecked. A small glitch can leave a worker unable to access a key application or database for an extended period, causing productivity to drop and creating significant losses.
Imagine if fire companies had the same alarm go off for a cat stuck in a tree as they did for a fire in a home. You'd end up having firefighters constantly getting diverted from critical, urgent tasks to go solve problems that can wait. Similarly, an IT help desk that doesn't have service request management can leave support personnel dealing with a non-urgent service request while other users are submitting tickets for key break/fix incidents that require immediate attention.
Effectively differentiating between service request types plays a key role in helping support personnel prioritize their tasks effectively.
Service request management platforms can be used hand-in-hand with a service catalog to improve automation and alleviate the day-to-day workload faced by IT managers. For example, a user requesting access to an application in the service catalog can easily be supported without human input. All the system needs to do is identify if that user is in a department authorized for that app, check if there are licenses available and, if those conditions are both positive, put the background processes into action to give that user access to the application.
At the same time, if the automation tools in the service request management platform notice a problem, they can notify the support team and they can figure out how to handle the service request knowing that the issue is different from other types of support tickets.
3. Fulfillment Efficiency
Changing technology trends are putting more pressure on IT to operate as a business-focused unit, and the result is an emphasis on the user experience. At the same time, more non-technical workers have a meaningful stake in how they access technology resources. This can lead to an increased volume in service requests as support teams need to do more to facilitate the efforts of non-technical employees. Handling these requests as efficiently as possible is incredibly important so that IT support teams can meet end-user demands quickly and be left with enough time to deal with other types of tickets.
Service request management is, on the surface, an incredibly simple filtering solution within an ITSM suite. However, this simplicity bellies an underlying value that makes it a key part of support plans.