Service Request Management

Introduction

Service request management (SRM) is the process of managing a service request through its lifecycle from submission, through delivery, follow up, and finally closure. This includes the underlying workflow and processes that enable the IT procurement or service request to be reliably submitted, routed, approved, monitored and delivered.

Many of the SRM solutions available today merely hand service requests through to a service desk and then rely on manual service desk processes to route, approve and complete the request because they have no underlying automation capabilities

Complete Service Request Management

Enigmatec however provide a complete solution where users can login to a self service or service request portal and request items from a list of available services (or "service catlog" as it is defined in ITIL). Once the request is made, Enigmatec automate the request process all the way through authorization to delivery utilizing the underlying Enigmatec management System (EMS) platform to orchestrate the required steps of the procurement process via integrations to the underpinning IT management tools.

Automating the Service Request Management process with Enigmatec products

Benefits our Customers Report

• Significantly reduces workload on service desk and the associated costs.
• Allows end users to track requests, keeping them informed and therefore increases customer satisfaction.
• Delivery time of requests considerably reduced.
• Supplied resources tracked, audited and compliant with company or industry policies.
• Integration into existing IT service management processes such as change, asset and configuration management databases.
• Tracks and reports delivery against agreed service levels.

Learn more about Service Request Management process automation by viewing our customer case studies