Frequently the phrase “service request” is associated with requests raised for IT related services, for example new computer hardware, software installation, or system access. However, in this article and within many organisations, the phrase is being used more broadly for requests for services from across the broader organisation, from both external and internal parties.
What is a service request?
A service request is simply a request from an employee, customer, or supplier for assistance, information, approval, equipment, or services during day-to-day business operations. The requests can be raised, received, and processed informally or formally. Informal requests are usually made by email, telephone, or word-of-mouth while formal requests are managed via a service request system.
Typically, service requests fall into the below four main categories. There are some examples listed for each.
- Customer Service: (a) Requests for equipment installations or upgrades (b) Equipment maintenance or servicing
- Information Technology: (a) Supply a new computer (b) Software installation (c) Network connectivity
- Financial: (a) Purchase order request (b) Business expense claim (c) Customer account administration query
- Human Resources: (a) Leave request (b) Training application (c) Business travel request
Other categories could include legal requests for new or revised contracts, marketing requests for marketing collateral, or health and safety related requests like safety inductions or on-the-job assessments.
Why manage service requests?
Formally defining a service request management process and using a service request management system ensures that all incoming requests are logged, prioritised and resolved correctly, consistently, and efficiently. Standardising the information required to submit a request, as well as standardising what services are available and how those services are delivered, ensures consistent service delivery quality and maintains the required turn-around time to resolve requests.
Additionally, consolidating incoming service requests across customers, employees and suppliers into one service request management system leads to improved productivity. This is achieved by directing all service requests within a category to the appropriate, specialised resource to resolve the request, regardless of the source of the request. For example, customer account administration requests, employee expense claims, or supplier purchase order requests can be sent to a finance department directly.
Another benefit of using a formal and consolidated service request management system means that the progress of service requests can be tracked centrally and that the reporting is available for the entire organisation.
How to manage service requests?
At a high level, there are at least four stages in managing service requests, namely submission, assessment, fulfilment and closure.
Submission: At this stage the originator of the request submits their request, providing the necessary and any additional information which will be used to categorise and prioritise the request.
Assessment: During the assessment stage, the validity of the incoming request is initially assessed, it is categorised and prioritised, and is subsequently assigned to the team which must address the request.
Fulfilment: The assigned team will address the request and either re-assign it if necessary for additional work by another team or move the request to the closure stage.
Closure: Finally, request is closed and the final status of the request is updated, and the requestor is informed of the outcome of the request. It is good practice to ask the requestor for feedback on how satisfied they are with the outcome of the request.
In summary, a service request management system connects customers, employees, and suppliers to the right support staff, boosting productivity, improving customer service, reducing turn-around times, and enabling automation. The unified approach of an all-encompassing service request management system delivers fuller visibility and control over every request, driving closer collaboration and a measurably better experience for both internal and external stakeholders.