Request management is the process of handling and fulfilling requests from customers, employees, or other stakeholders. It is a critical business function that can help organizations to improve their efficiency, productivity, and customer satisfaction.
Requests can be for a variety of things, such as:
- New IT accounts or access to software
- Help with a technical problem
- Facilities maintenance or repairs
- Information or documentation
- New or updated products or services
Request management processes can vary depending on the size and complexity of the organization, but they typically involve the following steps:
- Intake: The request is received and documented. This may be done through a self-service portal, email, phone, or in person.
- Categorization and prioritization: The request is categorized and prioritized based on its urgency and importance.
- Assignment: The request is assigned to the appropriate person or team for fulfillment.
- Fulfillment: The request is fulfilled according to the agreed-upon scope and timeline.
- Closure: The request is closed and the customer is notified of the outcome.
The Benefits of Request Management
Request management can offer a number of benefits to organizations, including:
- Improved efficiency: By having a centralized process for managing requests, organizations can reduce duplication of effort and improve the overall efficiency of their operations.
- Increased productivity: Request management can help organizations to increase employee productivity by freeing them up from having to handle requests on their own.
- Improved customer satisfaction: Request management can help organizations to improve customer satisfaction by ensuring that requests are handled promptly and efficiently.
- Reduced costs: Request management can help organizations to reduce costs by streamlining processes and eliminating waste.
How to Implement Request Management
To implement request management, organizations should first identify the types of requests that they receive and the processes that are currently in place for handling them. Once this has been done, organizations can develop a centralized request management process that includes the following steps:
- Create a request intake process: This process should define how requests will be received and documented. Organizations may want to consider using a self-service portal, email, phone, or a combination of these methods.
- Develop a categorization and prioritization system: This system should be used to categorize and prioritize requests based on their urgency and importance.
- Assign requests to the appropriate people or teams: Organizations should develop a system for assigning requests to the appropriate people or teams for fulfillment. This may involve using a routing matrix or a workflow management system.
- Establish fulfillment procedures: Organizations should develop procedures for fulfilling each type of request. These procedures should define the steps that need to be taken, the resources that are needed, and the timelines for completion.
- Implement a closure process: Organizations should have a process for closing requests and notifying the customer of the outcome.
Tips for Successful Request Management
Here are a few tips for successful request management:
- Make it easy for customers to submit requests: Customers should be able to submit requests easily and conveniently. This may involve using a self-service portal, email, phone, or in person.
- Categorize and prioritize requests effectively: It is important to categorize and prioritize requests effectively so that the most urgent and important requests are handled first.
- Assign requests to the appropriate people or teams: Requests should be assigned to the appropriate people or teams for fulfillment based on their expertise and availability.
- Communicate with customers regularly: Organizations should communicate with customers regularly to keep them updated on the status of their requests. This can be done through email, phone, or a self-service portal.
- Track and measure performance: Organizations should track and measure the performance of their request management process to identify areas for improvement.
Request Management in ITIL
Request management is a key component of the ITIL framework. ITIL is a set of best practices for IT service management. ITIL defines request management as the process of handling and fulfilling requests from customers or users of IT services.
The ITIL request management process includes the following steps:
- Log request: The request is logged and categorized.
- Assess request: The request is assessed to determine its priority and the resources needed to fulfill it.
- Assign request: The request is assigned to the appropriate person or team for fulfillment.
- Fulfill request: The request is fulfilled according to the agreed-upon scope and timeline.
- Close request: The request is closed and the customer is notified of the outcome.
Request Management Tools
There are a number of request management tools available to help organizations manage their requests more effectively. These tools can provide a variety of features, such as:
- A self-service portal for customers to submit requests
- Automated routing of requests to the appropriate people or teams
- Tracking and reporting on the status of requests
WebWhat is service request management? Service request management is the process of receiving, documenting, and acting on service requests. For service teams. WebRequest Management Challenge An organization's request management process needs to handle all kinds of requests –from the most basic questions to complex requests for. WebGreat request management is great customer service At the end of the day, you want to provide your customers a good, valuable service. By ensuring smooth.
Service request management features in Jira Service Management
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Request Management Software for the Enterprise
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What Is A Request Management, Service request management features in Jira Service Management, 3.11 MB, 02:16, 11,612, Atlassian, 2021-09-21T23:16:05.000000Z, 2, How Service Request Management Works Today – BMC Software | Blogs, 513 x 513, jpg, , 3, what-is-a-request-management
What Is A Request Management. WebService request management is a key component of the ITIL framework and is designed to shine a light on important service request data, help establish customer expectations,.
Jira Service Management's team-centric approach to request management makes it easy to ask for help. Check out the intuitive self-service portal, powerful knowledge base capabilities, and streamlined request workflows and deliver the kind of service your customers expect.
Learn more and try Jira Service Management for free atlassian.com/software/jira/service-management
What Is A Request Management,
How Service Request Management Works Today – BMC Software | Blogs - Source: bmc.com
Request Management workflows and user tasks - Source: docs.microfocus.com
Request Management Software | Manage Requests Better - Source: integrify.com
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What is request management in itil www.servicenow.com › products › itsmWhat is Service Request Management? - ServiceNow
What is request management in itil Service request management is a key component of the ITIL framework and is designed to shine a light on important service request data, help establish customer expectations, and address employee-initiated service requests effectively and conveniently. Used correctly, service request management supports requests from any part of an organization , What is request management in servicenow.
What is request management in servicenow
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What is access request management www.wrangle.io › post › service-request-managementService Request Management: An Introductory Guide
What is access request management Wrangle is a ticketing and workflow automation tool built for Slack. Unlike traditional tools, your team can manage requests and IT ticketing directly in your company's Slack workspace. Wrangle is the perfect tool to deploy if you want to manage internal tickets or requests in your Slack workspace. What is access request management in sap grc.
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helpjuice.com › blog › service-request-managementService Request Management: Guide to Best Practices - Helpjuice
Service request management is the strategic and systematic process of handling all service requests made by your team, your customers, or another related third party. Actually, before we get ahead of ourselves, let's explain what a service request is in the first place. .
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What is access request management in sap grc www.pipefy.com › blog › service-request-managementService Request Management: Process & Definition | Pipefy
What is access request management in sap grc The service request management process is a series of steps that are followed over the lifecycle of a service request. The exact stages within the service request management process will vary somewhat depending on which types of systems you are working with, but the steps listed below are typical in most scenarios. What is service request management in servicenow.
What is service request management in servicenow www.projectmanager.com › blog › service-requestService Request Management in IT: Process & Best Practices
What is service request management in servicenow Project management software can control the service request process. ProjectManager is award-winning project management software that helps you manage each step in the service request process and tracks it in real time. Use our customizable kanban boards to create a column for each step in the service request management process. What is service request management in aws.
What is service request management in aws asana.com › resources › service-request-managementService Request Management, Simplified [2023] • Asana
What is service request management in aws What is a change management request.
What is a change management request www.atlassian.com › itsm › service-request-managementWhat is service request management? A guide | Atlassian
What is a change management request Service request management is related to, but distinct from other service management practices including incident, problem, and change management. Service request management uniquely involves a user submitting their request for something new --whether that's access to a service, a new phone, or information. ITIL specifies that along with the , What is a reasonable management request.
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