Task: Evaluation & Assistance Request Fulfillment
Evaluation & Assistance Request Fulfillment
Disciplines: Request Fullfillment

Purpose

To record and categorize the request with appropriate diligence.

Relationships

RolesPrimary Performer: Additional Performers:

Main Description

Requests sent to OMES must be received and logged by the Service Desk to record and categorize the request with appropriate diligence. The requester's authorization to submit the request must also be evaluated in order to facilitate a swift and effective processing.

Steps

Record Request in CRM
All requests must be fully logged and date/time stamped, regardless of whether or not they are raised through the Service Desk. All relevant information, relating to the nature of the request, must be logged so that a full historical record is maintained - and so that if the request has to be referred to other support group(s), they will have all relevant information at hand to assist them. Case information coming from the customer can occur through either Service Desk calls or emails, or can be inputted by the customer into the CRM Case.
Evaluate and categorize Request

Verification of event categorization. If the request is an interruption to one of the provided published services listed in the Service Catalog, then the request should be listed as an incident. Published services and related cases should be considered, and if the request is an incident, the case should be updated as such. Any actions taken should follow the appropriate Incident Management Process. If the request is indeed a request, planned procedures should follow the request fulfillment process.

If the request is for a service that is not considered a routine request for the customer, the request should be categorized as a Request for Change (enhancement) and assigned to the appropriate provider group. If enhancement requests are related to existing services and made by existing OMES customers, the request is forwarded to the service owner for further evaluation. If the enhancement requests are NOT related to an existing service or are not made by existing OMES customers, the request is forwarded to a Customer Account Representative for the discovery process.

If the request is for a service already existing in the Service Catalog and provided to the requesting customer, the request should be categorized as a Service Request (assistance) and assigned to the appropriate group. Routine requests that are categorized as service requests can continue to be worked and fulfilled by the Service Desk.

Fulfill or reassign Request

Once the case has been evaluated and categorized, routine Service Requests (Assistance Requests) continue to be processed by the Service Desk, as the Service Desk checks the knowledge base for routine, repeated solutions to requests. If the knowledge base contains a known solution for an assistance request, the Service Desk can fulfill the request and close the case. However, if the solution is not documented in the Knowledge base, the request should be assigned to a functional provider group's pending queue to be further fulfilled.

Non-routine Enhancement Requests (Requests for Change) are either to be sent through the Discovery process or assigned to the managers of individual Service Providers, depending on whether or not the requests are related to existing services and whether or not the requests are made by current OMES customers. If the request is both related to an existing service and made by a current OMES customer, the Enhancement Requests should be assigned to the service owners for further Request for Change Evaluation.

Key Considerations

Requesting customer's access to the CRM, services offered in the service catalog

Alternatives

Customers can use various alternatives, such as calling or e-mailing the Service Desk, or using the CRM Self-Service