ITSM Request Fulfillment

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ITSM Request Fulfillment

• David Galassi
• Request Process Owner
• Director, Network Services
• 7/25/12

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Agenda

• What is Request Fulfillment
• Current Status of Request
• Future Vision
• How to Propose a New Request Type

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What is a Request Fulfillment ?

• To Manage the lifecycle of all Service Request
• Maintain user and customer satisfaction through
  efficient and professional handling of all SR
• Provide a channel for the request and receipt of
  standard services for which predefined
  authorization and qualification process exists
• Provide information to users and customers about
  the availability of services and the procedure
  for obtaining them

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Request vs. Change/Incident

• Requests are plannedIncidents are not
• Request for Information are Requests, but should
  be documented using the incident screen
• Any modification to a CI (configuration item) is
  a change and require a control.

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Current State of Request Fulfillment

• Request for Information are documented using the
  incident screen

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Current State of Request Fulfillment

• We have one Request Type called the Internal ITS
  request, which is available via the service
  catalog.

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Current State of Request Fulfillment
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Current State of Request Fulfillment

• We are testing a method to propose a new request
  type (currently in the Development Instance)
• We are deferring requests that need financial
  approval until START replacement

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Future Vision

• Service Catalog will be fully populated with all
  ITS services
• Service-Now Service catalog is linked with the
  ITS website to enable Amazon like service
  fulfillment
• START is replaced with a system that can leverage
  the service fulfillment workflow
• The status of your request is available like
  Fedex tracking

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Propose a New Request Type
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Propose a New Request Type
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Propose a New Request Type
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Propose a New Request Type
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Propose a New Request Type
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Propose a New Request Type
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Questions