Help Desk and Service Request

Service Request systems differ from many Help Desk systems by embracing a horizontal view of servicing and completing organisational requests.

The Service Request solution is designed to manage the business processes surrounding the registration, allocation, approval, and sign-off processes, from end to end - not just the data.

This means issues do not fall between the cracks and remain visible at all levels, through all phases. In many organisations, the responsibilities for such processes require the participation of many personnel distributed throughout the company. Service Request not only allocates and manages these processes, but also provides strong ongoing visibility of completion for external or internal customers.

The system does this by:

• Standardising the templates used in completing requests.
• Automating the registration, allocation and customer interaction of a request.
• Providing management views and reports for both internal and external use.
• Including extensive commentary of the resolution processes.
• Providing extensive reminder and escalation processes.
• Exploiting advanced searching capabilities.

The Service Request product will enable an organisation to efficiently and effectively track and manage all service requests. The system is designed to lower the risks associated with such activities, by ensuring consistency in business rules and approach, standardisation in templates, authorisation and acceptance procedures, and management visibility of the individual and collective requests in the system.

Based on Business Rules

The Service Request product matches the business rules and procedures required by the organisation and as a result:

• Enables compliance with guidelines and procedures.
• Promotes greater accountability through visibility and decision-making.
• Delivers more efficient and supporting record keeping.
• Enables more efficient use of resources.