ITSM Lunch and Learn ITSM Lunch and Learn

Service Management Request Process

Adriene Radcliffe

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ITSM – Request Process Lunch and Learn ITSM – Request Process Lunch and Learn

Agenda

What is the Request processKey definitions and conceptsBest practice Request processesDeveloping requests for your areaUse the Proposal for New Service Request

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ITIL Processes and functionsITIL Processes and functions

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Service StrategyService StrategyService StrategyService Strategy Service DesignService DesignService DesignService Design Service TransitionService TransitionService TransitionService Transition Service OperationsService OperationsService OperationsService Operations Continual Service Continual Service

ImprovementImprovement

Continual Service Continual Service

ImprovementImprovementDemand ManagementDemand ManagementDemand ManagementDemand Management

Financial ManagementFinancial ManagementFinancial ManagementFinancial Management

Strategy GenerationStrategy GenerationStrategy GenerationStrategy Generation

Service Portfolio Service Portfolio

ManagementManagement

Service Portfolio Service Portfolio

ManagementManagement

Service CatalogService CatalogService CatalogService Catalog

Service Level Service Level

ManagementManagement

Service Level Service Level

ManagementManagementCapacity ManagementCapacity ManagementCapacity ManagementCapacity Management

Availability Availability

ManagementManagement

Availability Availability

ManagementManagementService Continuity Service Continuity

ManagementManagement

Service Continuity Service Continuity

ManagementManagementInformation Security Information Security

ManagementManagement

Information Security Information Security

ManagementManagementSupplier ManagementSupplier ManagementSupplier ManagementSupplier Management

Knowledge Knowledge

ManagementManagement

Knowledge Knowledge

ManagementManagementChange ManagementChange ManagementChange ManagementChange Management

Asset and Asset and

Configuration Configuration

ManagementManagement

Asset and Asset and

Configuration Configuration

ManagementManagementRelease and Release and

Deployment Deployment

ManagementManagement

Release and Release and

Deployment Deployment

ManagementManagementTransition Planning Transition Planning

and Supportand Support

Transition Planning Transition Planning

and Supportand SupportService Validation Service Validation

TestingTesting

Service Validation Service Validation

TestingTesting

Service EvaluationService EvaluationService EvaluationService Evaluation

Incident ManagementIncident ManagementIncident ManagementIncident Management

Problem ManagementProblem ManagementProblem ManagementProblem Management

Event ManagementEvent ManagementEvent ManagementEvent Management

Access ManagementAccess ManagementAccess ManagementAccess Management

Operations Operations

ManagementManagement

Operations Operations

ManagementManagement

Service MeasurementService MeasurementService MeasurementService Measurement

Service ReportingService ReportingService ReportingService Reporting

Service ImprovementService ImprovementService ImprovementService Improvement

Service Desk Service Desk Service Desk Service Desk

Application Application

Management Management functionfunction

Application Application

Management Management functionfunctionTechnicalTechnical

Management Management

TechnicalTechnical

Management Management

Request FulfillmentRequest FulfillmentRequest FulfillmentRequest Fulfillment

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ITSM – What is the Request ProcessITSM – What is the Request Process

• Request Fulfillment Objective: ITIL Request Fulfillment aims to fulfill Service Requests, which in most cases are minor (standard) Changes, or requests for access, information, or the provisioning of goods and services

• ITIL Phase: Service Operations

• Requests are associated with Services and in ServiceNow are displayed as part of the Service Catalog (will be public soon!)

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ITSM – How we measure “Request” successITSM – How we measure “Request” success

• Service Request fulfilled within SLA (50%)– Internal IT service request is 2 days– Target: 95%– Q1: 90.88%

• Service Request SLA – defined as your capability to deliver on the service request.

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Request Key Definitions and Concepts Request Key Definitions and Concepts

Think of Request Fulfillment as you would when you buy something from Amazon

•You look through the catalog (service catalog)•You place things in your cart (request items)•Sometimes the items have options (configuration options)•You review your shopping cart (edit or remove items)•Complete the order (see your order number)•Track your order (status)•If you requested more than one item, each item might be fulfilled by a different vendor (fulfillment tasks or service catalog tasks)6

Best Practice Request ProcessBest Practice Request Process

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Request Request

REQREQ

Financial Financial

ApprovalApproval

Needed?Needed?

Functional Functional

Approval Approval

Needed?Needed?

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

Request Request

ITEMITEM

RITMRITM

Financial Financial

Approval Approval

ProcessProcess

Approved

No

Functional Functional

Approval Approval

ProcessProcess

Yes

No

Yes

Approved

Rejected

SUBMITSUBMIT

ENDEND

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

Request Request

ITEMITEM

RITMRITM

Request Request

ITEMITEM

RITMRITM

Relationships Relationships

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Request Request

REQREQ

Request Request

ITEMITEM

RITMRITM

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

Request Request

ITEMITEM

RITMRITM

Request Request

ITEMITEM

RITMRITM

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

FulfillmentFulfillment

TasksTasks

SCTASKSSCTASKS

One RequestOne Request To Many ItemsTo Many Items

To Many TasksTo Many Tasks

Defining your request processesDefining your request processes

• What do clients request from your unit?• What information do you need to collect for

that type of request?• Are there options to present?• Does it need financial approval ?• Does it need approval from someone else?• Define tasks are needed to fulfill the request• Who will perform those tasks• Can those tasks be automated • Does it make sense to combine multiple

requests?9

CaveatCaveat

CaveatCaveat

Proposal for New Service RequestProposal for New Service Request

DEMO•Use the Propose New Service Request form in ServiceNow •Complex forms can be submitted as a google forms•Feel free to follow along!•Login to ServiceNow test environment (yaletest.service-now.com)•Select the Service Catalog•In the Service Management section select Proposal for New Service Request

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Proposal for New Service RequestProposal for New Service Request

For More Information

•This presentation is on the Yale ITSM website itsm.yale.edu •IT Process Maps Wiki (ITIL v3)•Contact: Adriene Radcliffe•Reach out to the ITSM team (itsm@yale.edu)

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Questions?Questions?

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