|Task: Evaluation & Assistance Request Fulfillment||
To record and categorize the request with appropriate diligence.
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.
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
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.
Requesting customer's access to the CRM, services offered in the service catalog
|Customers can use various alternatives, such as calling or e-mailing the Service Desk, or using the CRM