Service Request Creation

1. Define how the service as it is currently or will be delivered.

   1. What user information do you need?

   2. What details about the service/options are needed to fulfill the request?

   3. What approvals and costing info is needed?

2. Step back and look at your process, which steps are no longer relevant or don't add value use this insight to define your optimized service request.

3. Use our menu to pick your service request components

   1. Pick the Form. What information will the customer provide to request the service? Use the menu later in this guide that is closest to the fields you defined in Step 2.

   2. Build your Workflow this is how the service request is fulfilled. Person A does this and hands off to Person B. to do that, or A. and B. do this in parallel, and or this notification is sent, this approval is required.

4. Kick the tires self/team walk-through then set up an informal review with our Service Request Process Owner.

5. Go live- Your request is out there and you or your team is fulfilling requests via IT Request

Step 1 Tools:

• Get Help - Open an incident ticket for technical help.
• Request or Change a service - Fill out a request form for specific service requests.
• Track the status of your request or question. 
• Access a history of all of your requests.
• Look up answers to Frequently Asked Questions in the Knowledge Base (KB articles). 

Step 2 Tools

• Support Center staff will review your request and resolve most issues quickly. You will receive an email resolution.
• Support Center staff will escalate issues to the appropriate service provider as necessary. You will receive an email response and follow-up to ensure your issue is resolved.
• Most service requests (computer set up, printer drivers loaded, software installed) will be completed in five days.
• Problems that affect existing services will usually be resolved within 48 hours.

Step 3 Tools

• Shortly after you submit a ticket, you will receive an email confirmation from the Support Center staff.
• Your next email should be a notification that your request has been fulfilled, or that your issue is resolved. The Support Center may contact you if they are unable to fulfill your request in a timely manner, or if they need more information from you.
• Look up answers to Frequently Asked Questions in the Knowledge Base (KB articles). 

Step 4 Tools

• Support Center staff will review your request and resolve most issues quickly. You will receive an email resolution.
• Support Center staff will escalate issues to the appropriate service provider as necessary. You will receive an email response and follow-up to ensure your issue is resolved.
• Most service requests (computer set up, printer drivers loaded, software installed) will be completed in five days.
• Problems that effect existing services will usually be resolved within 48 hours.
• Look up answers to Frequently Asked Questions in the Knowledge Base (KB articles). 
• Look up answers to Frequently Asked Questions in the Knowledge Base (KB articles).