ICD Service request management need to provide all departments and AUC organs with a self-service portal that allows them to create and manage a variety of service requests needed from ICD.
ICD Service request platform empowers AUC staff and colleagues by standardizing operational processes and commonly requested services, as well as providing detailed tracking related to those requests.
Customizable Service Requests allow you to create, organize, document, and complete in-office tasks and equipment requests, or any service that needs to be performed.
Alerts will be send to indicate that a new request has been submitted as well as reminders at preset intervals that ensure the request is handled in a timely manner. This prevents the need for emails and phone calls to follow up on request status.
The Library specializes in acquiring, organizing and disseminating historical and current information on Africa, to meet the information requirements of contemporary and future Staff of Commission, Member States Embassies and other researchers.
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This sections shows all information related this Service Reques Platform
This is what ICD Management, and colleagues say about this new offering.
We hope this effective service request management solution is going to support requests from any area of a African Union Commission to ICD. It allows employees to keep track of, and respond to, requests for support in ICD, while at the same time managing requests within all other AUC organs and offices.
ICD Director
This Service request platform aims to empower African Union by standardizing operational processes and commonly requested services, as well as providing detailed tracking related to those requests.
AU Digital and Innovation Fellow
Frequently asked questions about services offered by the Directorate of Information and Communication (DIC)
Service request management includes regular communication to collect user-specific requirements, set expectations, and to provide status updates. Standard changes to services can be initiated and fulfilled as service requests. The fulfilment of service requests may require acquisition of pre-approved service components.
Service requests (SRs) are either technical or Contact Us SRs (non-technical SRs). Submit a technical SR to receive product support related to hardware and software products.
In fact, leveraging practice or process is what distinguishes ITSM from IT. Service request management is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates.
Request fulfillment is the process of resolving a customer’s service request and refers to managing the entire lifecycle of all service requests. The service desk team is dedicated to responding to and fulfilling requests while delivering the highest level of service support quality to the customer.
A common question that comes up about service request management is how it relates to core IT practices including incident, problem, and change management. It’s worth briefly covering certain key terms before getting into distinctions.
Service request - A formal user request for something new to be provided. Example: “I need a new Bradinding to be done for the upcoming AUC Summit in January 2023.”
Incident - An unplanned event that disrupts or reduces the quality of a service and requires an emergency response. Example: “The website is down!”
Problem - The underlying cause of recurring or preventable incidents. Example: “That application issue strikes again!”
Change - Adding, modifying, or removing something that could affect IT services. This can be tied to a service request. Example: “I need to upgrade the database!”
