Guidelines

Service request management makes it easy to ask for help with simple self-service, provide answers with knowledge base suggestions and streamline request fulfillment to deliver optimum service. In light of that, there are a few things that IT service teams should be prioritizing.

Service request management helps streamline request processing for delivering optimum service and minimizing downtime. As such, we’ve put together some best practices that will help improve your service request management and make it more efficient. Read on.

• Automating self-service significantly reduces the workload on the ICD team and free up time for service desk admins to focus on more strategic tasks. For instance, automating follow-up communication with users helps save time that admins spend responding to customers, keep users updated with estimated resolution time and improve user experience.
• Make sure to automate and standardize the approval process where possible. For example, any service request with an approved memo will be pre-approved and also automatically processed. This will save time on repetitive tasks and unnecessary additional formalities.
• To make self-service more efficient, we integrated guidelines to provide users with easy access to the guidelines and redirect service tickets to easily searchable knowledge base articles. This helps make the self-service experience easier and more fulfilling for users.
• Focus on the most popular service requests and build from there based on feedback and usage. Create a self-service catalog based on what users are looking for to provide them with an efficient customer service experience.