1. ITSM Request Fulfillment
David Galassi
Request Process Owner
Director, Network Services
7/25/12

2. Agenda What is Request Fulfillment Current Status of Request
Future Vision
How to “Propose a New Request Type”

3. 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

4. Request vs. Change/Incident
Requests are planned…Incidents 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.

5. Current State of Request Fulfillment
Request for Information are documented using the incident screen

6. Current State of Request Fulfillment
We have one Request Type called the Internal ITS request, which is available via the service catalog.

7. Current State of Request Fulfillment

8. 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

9. 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

10. Propose a New Request Type

11. Propose a New Request Type

12. Propose a New Request Type

13. Propose a New Request Type

14. Propose a New Request Type

15. Propose a New Request Type

16. Questions