|Task: Request for Change Evaluation||
|To provide fulfillment of non-routine requests for existing services to existing OMES customers.
Requests received by OMES that have been categorized as "Requests for Change" that are related to
existing services, made by current OMES customers, are to be evaluated by individual Service Owners for
Assign Request to Manager for Review
Once the Service Desk has determined that a request is a Request for Change that is related to an
existing service and requested by a current OMES customer, the Service Owner is to assign the request to an individual
Service Provider Group's Manager for review. As new requests are reviewed, the provider group manager validates each
Enhancement Request and sets the priority, determining if the request will require a charge to the customer. If the
customer does not need to be charged, the manager will add the request to the work list.
If the customer does need to be charged, a proposal should be built for the customer to accept. If and only if the
customer is OK with the proposal should the request be added to the work list. Should the customer not sign off on the
proposal, the request should directly have its CRM Case updated and closed.
Add Request to Work List
If a service provider group manager has evaluated and determined a request to not require a charge to
the customer, or if the customer has accepted a proposed charge, the requst should be added to the work list.
The work list is a list containg all incomplete Requests for Change, published on the OMES web page on a defined
schedule. Initially, this work list is to be published from a Microsoft Excel spreadsheet, but will eventually be
replaced by a report from the PPM tool.
Update and Close CRM Case
|Whether or not the request is added to the work list, (i.e. if the customer does not accept a proposal) the
CRM Case for the request is to be updated and closed after the manager has reviewed and evaluated the request, and the
request should be pushed forward to await scheduling and fulfillment.
Request relation to existing services, requestor's status as a current or non-current customer.
|Requests that are made by those who are not current OMES customers or requests that are not related to
existing services can be put through the discovery process for futher evaluation.