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Organize your customers request fulfilment process in a right way


Use experience and skills of our ITIL consultants

Request fulfilment process, service requests
itil

Our ITSM and ITIL consultants will help to create a transparent, automated, cost-effective customers request fulfilment process in your company

If you are starting with service operations or service desk implementation, probably Request fulfilment process will be in your focus in the time being. It aims to fulfill service requests of your internal and external customers in a comfortable, transparent, productive manner.

When you implement service requests fulfilment process, you ensure:

  • Full transparency for both customers and executors
  • Requests are never lost, customers and executors can see them in an user-friendly web portal
  • Relations between customers and executors are formalized, normalized and respectful
  • Managers can see a big picture and balance a load
  • Request are structured, have enough info to proceed with them, executors can work in a comfortable environment according to priorities and using a knowledge base to be more productive
  • SLAs and simple approval process for special requests

How Polontech ITSM experts and ITIL consultants can help you with service requests fulfilment?

As an ITSM experts and ITIL consultants we look at customers requests fulfilment process holistically and consider it as a part of service operations process.

We usually work together with our client and our typical work scope to implement request fulfilment process is:

  1. create or review a service catalog, understand what incidents, service requests or change requests can be created
  2. for each service request we determine dependencies, components, knowledge needed to execute it
  3. we determine business processes and design workflows for each service request, actors on each workflow step, inputs and outputs
  4. we create rules for categorization, prioritization, escalation and monitoring
  5. we setup a service desk or help desk portal and configure it according to the designed workflows and rules. Our primary software is a Jira Service Desk but we also can propose HP SM, BMC Remedy and other market leaders for service desk solutions.
  6. we provide a training for your service desk agents

After all is done, we support you and participate in continuous improvement of your customers request fulfilment process and your service operations.

Would you consider our help to implement your service operations processes? Please drop us a line.

ITIL service operations - request fulfilment process
POINT SOLUTIONS

"We got automated reliable Service Desk process with the ability to serve a large number of customers. It has powerful reports system to control efficiency of the team. In addition, the process is fully automated and has a very good base for ongoing development and scaling. Polontech team was able to provide all work remotely and within 5 working days. Thanks to Aleks Yenin for great management and engagement!"

Fabian Waser, Board Member, Point Solutions
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