Efficient IT service request management for better customer satisfaction
Information technology departments keep companies on their feet by supporting business systems and ensuring system continuity. But maintaining that state of readiness isn’t easy.
IT departments maintain capacity through an IT service request management (SRM) system. Service request management is part of an overarching IT service management (ITSM) strategy that coordinates service desk protocols governing the fulfillment of specific responsibilities. Here’s how you can leverage SRM to benefit your business.
What is a service request?
The Information Technology Infrastructure Library (ITIL) defines a service request as any formal submission seeking initial access to IT equipment, applications, or services from an employee, customer, or vendor. Some common service request examples include:
Software licences
Password resets
WiFi access
Additional hardware
These requests typically follow an established pattern with a well-defined, systematic fulfillment process. A replicable methodology streamlines service delivery, saving time and labor.
Service request management is separate from incident management. Service requests solicit access to existing functions, whereas incident reports document system failures and interruptions. Incident management is typically tracked separately via .
Benefits of IT service request management
An SRM system allows service desk personnel to address, oversee, and monitor the fulfillment of IT requests, generating the following benefits:
Standardization
Service request management establishes a service catalog outlining available resources. The catalog provides a comprehensive summary of services and estimated completion times to help staff manage client expectations. Catalog entries expedite service request workflows by presenting services within a standard format.
Tracking
Tracking key metrics, such as average response and turnaround time, is essential for ticket resolution. With this info, the service desk can:
Provide status updates on every request in the system
Use historical data to generate realistic service targets
Improve the accuracy of time and cost estimates
Improved user experience
SRM often employs an automated self-service portal through which users can submit requests, track their status, and receive updates on progress. This leads to higher satisfaction levels while freeing up IT staff for high-level tasks.
Understanding the IT service request management process
Managing service requests is a five-step process. Here’s how service requests progress through this system:
1. Submission
The client initiates the fulfillment process by submitting a formal request ticket outlining what they need from the service desk. They may submit it in any of the following forms:
Email
Self-service portal
Mobile app
Phone call
Social media
2. Assessment
Depending on the nature of the ticket, service desk staff or other qualified team members review the submission to determine the following:
Parameters
Urgency
Necessary resources or tools
Verification and approval requirements
3. Fulfillment
Once IT understands and approves the request, the team gathers contact information, assigns fulfillment responsibility, and communicates the completion timeline to the client.
4. Completion
Next, a technician fulfills the request, and the service desk closes and archives the ticket. IT may assess a ticket’s management at the individual, team, and departmental levels to identify workflow improvements and refine the process.
5. Follow-up
Customer surveys are a proven way to improve the management process. Some organizations reach out to requesters to gauge their experience and gather feedback. This interaction allows the service desk to confirm issue resolution and demonstrate its commitment to customer satisfaction.
Service request management priorities
A business’s service request management process should be customer-focused and knowledge-based, harnessing automation to streamline service desk operations. Support teams can apply these principles to help requesters find the answers they seek while guaranteeing IT operations continue to meet organizational needs.
The following priorities ensure the IT support division meets demand, avoids interruptions, and delivers the best service possible:
1. Front-line support
The service desk receives a constant flow of client questions, submissions, and demands. It can quickly become overwhelming, especially when customers are frustrated or combative.
To safeguard staff well-being, IT should supply resources, support, and training to help team members develop coping tactics and reduce stress. Leaders should also conduct routine reviews to workshop responses to new and challenging situations.
2. Centralize the user experience
It may seem convenient to provide multiple channels for customers to submit service requests. However, this is typically unproductive and increases the likelihood of errors by spreading tickets across multiple systems. Instead, a centralized service request software portal will increase submission visibility and speed up response time, improving everyone’s experience.
3. Front-of-the-line fulfillment
Empowering customers to help themselves will increase the efficiency of the SRM process. “Shifting left” by removing impediments to self-service frees technicians to focus on high-value tasks and service level agreements (SLA).
One solution is to create a self-service portal populated with knowledge-based articles to help clients resolve issues independently. An accessible portal diverts high-volume, low-value tasks from the IT department, saving time and resources.
4. Automate wherever possible
Automating repetitive tasks reduces workloads and improves efficiency. For example, your IT team can automate responses to routine requests and follow-up emails ascertaining customer satisfaction. These processes improve the customer experience without adding to the service desk workload.
Best practices for service request management
The following best practices will help your IT team handle requesters’ submissions quickly and efficiently:
Focus on common requests
Standardize the easiest and most common requests first to drive immediate benefits to support agents and clients. The experience your team gains will provide a template for optimizing other, more complex workflows.
Capture relevant data
Whether your team uses a dedicated service request management tool, a self-serve portal, or another submission process, implement a comprehensive form capturing relevant request parameters. Collecting the information upfront reduces time-wasting back-and-forth.
Document everything
Within the service catalog, document requirements for every service request, including
Question fields
Approval process
Fulfillment procedures
Technicians
Process owners
SLAs
Reporting
This information ensures consistent responses to service requests, provides a benchmark to improve procedures, and informs responses to new and more complicated submissions.
Fast-track approvals
Pare down the fulfillment process by standardizing and automating approvals as much as possible. For example, requests for monitors could be pre-approved, with the ticket opened directly on a technician’s task management dashboard. On the other hand, a new software license may require approval from management, so the submission would automatically divert directly to their workflow.
Update knowledge base
Identify and address knowledge gaps in the self-service portal. Address common questions using FAQ pages and provide how-tos to resolve recurring issues. Make sure these articles direct users to additional services if they need more support.
Review service level agreements
Assess SLAs to ensure the support team tracks the appropriate metrics and upholds the contract. Create automatic notifications to advise the service desk when there’s a risk of a breached SLA.
Track milestones within the service request lifecycle
Identify what IT requires to manage service requests effectively, including
Customer satisfaction
Time to response
Time to resolution
Time to close
Take the next step with Tempo
Well-executed service request management benefits clients and the organization. Your customers get a smoother experience, improving your standing within the industry. Your team gets to direct more labor and resources toward high-value tasks that move the needle on key business goals.
Tempo understands the value of a service request management tool. That’s why we’ve put together a applications to manage every aspect of your ITSM system, including:
Time management and reporting with and
Capacity and financial management with and
Project, program, and service management with
Our ITSM application suite is flexible and scalable, so your organization can provide excellent service delivery now and in the future.
