Request Fulfilment

Map standard changes and reduce the administration costs for service requests. Standardise recurring requests and focus on the core tasks with the efficient and SLA-compliant providing of IT services.
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Request Fulfilment

Working more efficiently by means of standardisation

Of course, every IT organisation would love to model standard changes in an efficient manner, in order to relieve the management effort for service requests and their IT operation. However, the Incident Management process represents a hurdle in the course of this. It was introduced in the past by IT departments and providers as a structured procedure for processing both incidents and service requests. However, this leads to the IT Operation being unnecessarily burdened with routine tasks.

The convincing answer to this is the Request Fulfilment. With its help, the often recurring requests can be standardised and then processed with minimum effort.

The greatest synergy effects when implementing the Request Fulfilment occur in correlation with a Service Catalogue. Elements of the Service Catalogue can then be automatically ordered by the user by means of Service Requests.

By means of high standardisation and the alleviated technical representation, shorter reaction times occur, the IT operation is noticeably relieved and the bureaucratic effort is diminished.

Beneficial effects of the Request Fulfilment

  • Efficiency: The Organisation is enabled to process the user requests in a standardised and efficient manner, thus relieving the IT operation.
  • Responsibilities: Clear roles and responsibilities are defined for the processing of Service Requests and established by means of proven methodology. This allows the the processing and existence of the user requests.
  • Integration: The process is implemented into the existing process and tool landscape, including the important interfaces to the Service Catalogue, Incident and Change Management. With the clear stipulation of the responsibilities, an optimal integration into the process organisation of the IT Service Provider results.
  • Service Quality: With the more rapid and efficient processing of customer requests, the service quality is considerably improved.

Professionals make the difference

We, from the ITSM Group prove, in perpetual new projects, that our implementation methodology basing on Best Practices ensures optimum results. We understand the customer request not only as the creation of concepts and documentations acting in a manner tailored to suit the needs, but at the same time we ensure that the implementation generates the expected positive result.

Like no other consulting company for the IT Service Management, we have a praxis-proven IT Quality Methodology which generates a supplemental added value in all projects. 

Why ITSM Group?

  • Specialised - by means of the absolute focussing on quality
  • Sustainable process and tool implementations with measurable quality by means of defined KPIs
  • ITSM Consulting involves itself in your project with the costs and efficiency risk
  • Absolute enthusiasm for the topic of IT Service Management
  • Measurable project success

Best Practice Procedure Model

  • Preparation: Definition of the objectives and assessment of the entire framework conditions
  • Preparation of core team workshops: Kick-off event and current state analysis of the entire process conditions
  • Performing of the core team workshop:Service Design with development of the procedure plan, definition of the roles, process interfaces, etc.
  • Postprocessing of the results: Implementation planning and determining of the necessary resources
  • Accompanying of the process rollout: Implementation of the procedure plan, trainings and role-coaching
  • Early Life Support: Finalisation of the Service Transition and the cross-over to the operational activity of the Request Fulfilment