Service Request

What is Service Request?

A Service Request is a support opportunity available to customers with standard mechanisms to submit, route, and complete request items.

Service Request fulfillment addresses fulfilling customer requests using consistent and repeatable methods that

focus on customer satisfaction,
achieve service level goals for customer contact responsiveness and fulfillment quality,
identify and route requests to the appropriate service providers with complete information, and
ensure accurate and timely communication of service resolution status.

Service Request processes enable effective and efficient customer support while delivering consistent process results. Effective service request management provides:

Centralized request entry and fulfillment
   - Streamlined and easily accessible method to engage IT support via a single portal & mechanism to enter/fulfill requests.

Efficient data entry and submission
   - Process mechanism that ensures the customer provides required information needed to complete the request.

Consistent process flow actions
   - Process flow approach to ensure the same easy and complete steps are followed for each request fulfilled.

Reduced human involvement dependencies
   - Efficiency opportunity to reduce (or eliminate) manual hand-offs between people working different parts of the same request.

Increased value provision and data visibility
   - Improved measurement tracking of the number of requests completed and time to complete evaluation for each process flow step.

The difference between a Service Request and an Incident Ticket includes:

Service Request

Incident Ticket

Service requests involve meeting additional customer wants & needs relating to the service.

Example

How do I change the resolution on my display?
I want a new laptop.
I need to upgrade the OS on my laptop.

Service requests are tracked in the Request Fulfillment Module.

Incident tickets involve addressing degraded or unavailable services needed for customer's work (customer already has a service).

Example

My laptop won't boot.
My network connection is down.
My Outlook calendar is not working.

Incident tickets are tracked in the Incident Management Module.

Exception: When a customer calls for "How do I?" questions, a Service Desk Agent will capture the request in the Incident module as a How do I ticket.

The following resources provide further learning opportunities and additional information:

What is Service Request?

A Service Request is a support opportunity available to customers with standard mechanisms to submit, route, and complete request items.

Service Request fulfillment addresses fulfilling customer requests using consistent and repeatable methods that

focus on customer satisfaction,
achieve service level goals for customer contact responsiveness and fulfillment quality,
identify and route requests to the appropriate service providers with complete information, and
ensure accurate and timely communication of service resolution status.

There are 3 types of service requests:	Information	A customer is seeking to learn how to use a service. Example: How do I use my mobile device?
	Administration	A customer is seeking to make a change/alteration to an existing service. Example: I want to upgrade my Microsoft Office applications.
	Service	A customer is seeking something new. Example: I need a new mobile device.

Benefits

Service Request processes enable effective and efficient customer support while delivering consistent process results. Effective service request management provides:

Service Request versus Incident Ticket

The difference between a Service Request and an Incident Ticket includes:

Service Request

Incident Ticket

Service requests involve meeting additional customer wants & needs relating to the service.

Example

How do I change the resolution on my display?
I want a new laptop.
I need to upgrade the OS on my laptop.

Service requests are tracked in the Request Fulfillment Module.

Incident tickets involve addressing degraded or unavailable services needed for customer's work (customer already has a service).

Example

My laptop won't boot.
My network connection is down.
My Outlook calendar is not working.

Incident tickets are tracked in the Incident Management Module.

Exception: When a customer calls for "How do I?" questions, a Service Desk Agent will capture the request in the Incident module as a How do I ticket.

Additional Resources

The following resources provide further learning opportunities and additional information:

Your Service Request Manager is the contact person to answer specific service questions. If you're unsure who is your Service Request Manager, your specific service overview can provide that information.

Service Request Manager
Reponsible for the oversight of the request fulfillment processes regarding their specific service.

Request Specialist (Level 1)
Responsible for completing tasks necessary to fulfill the customer's requests.

The Service Request Manager's primary responsibilities include:

Take responsibility for the performance of the service request fulfillment process.
Ensure that service level targets are met.
Ensure that high customer satisfaction is maintained.
Monitor the Request Specialist's work queues to ensure that requests are assigned and worked promptly.
Assess quality and drive improvements in the service request fulfillment process.

The Request Specialist's primary responsibilities include:

Complete service request tasks according to your service’s standard procedures.
Document all work done on tasks.
Prioritize your work based on service level targets.
Escalate in a timely manner if you are not able to complete a task.

Service Level Agreements & Operations Level Agreements

While working with customers to ensure services are maintained functional and operational, expectations exists to guide performance delivery. To understand customer expectations and your role to fulfill Request Specialist (Level 1) or Service Request Manager responsibilities, review the SLA/OLA Job Aid for performance expectations.

The following tasks and work actions are performed by the Request Specialist Level 1 and Service Request Manager roles per their service support needs. Click the below task titles to find job aids & videos learning information.

Service Now - View Your Role Learn how to view roles in the Service Now tool.

Step	Action
1	Expand “Self-Service” section in the left navigation.
2	Select “My Profile".
3	Your user profile record will be displayed here. You can now see 'What services' and 'service role' are assigned to your user record under the User Memberships section.
4	Click the Service Management Platform Training to view your current roles in the tool. Note: If your role has not been establish in the tool, you will not see them until that has been completed.

Click to view a demonstration how to Display Your Service Role in the Service-Now Tool.

Request Fulfillment - Request Initiation Learn how customers submit their requests and the approval process flow.

Step	Action
1	Typical service requests are submitted via Get IT Services and Support (TAC). Note: Get Service and Support TAC widget on it.intel.com is now your destination for TAC support. The tac.intel.com (servicedesk.intel.com) site is no longer be accessible due to the sites retirement. All sites that point to tac.intel.com (servicedesk.intel.com) were redirected since WW15.3, 2014. The only exception is HR Support which remains the same.
2	To submit a request: Begin by Search or Browse on your topic or issue and then click the topic you like. Various solutions and follow up options will appear on the topic that you've selected. Note: Click here for more information on Get IT Services and Support (TAC) and various self help.
3	Just as an example for this job-aid; There is a request for a 'phone upgrade to a softphone'. After searching or browsing for the an appropriate actions following the step #1 and #2 above, it is decided that a direct request can be made. Under the 'I would like to' table drop down lists, select 'Request softphone account'.
4	The system will determine automatically if an 'incident form' or a 'service request form' should be displayed in the new pop up 'Submit a Request' window. Provide all the necessary information required by this self-explanatory form. Click the Order Now button when you are done. Note: Sometimes, the system will automatically fill in the basic details based on the employee's record in the system. If required, you can override this information.
5	At the order confirmation screen, you can see the latest stage of the request process and the ID of the request (RITM is acronym for Request Item).
6	The requestor will receive a confirmation e-mail that provides the RITM number as a reference. You may track your ticket/request progress by clicking the link available.
7	Email notifications will also be sent to the people responsible for the next step of the process. In this case, the manager’s approval is required before the request can be fulfilled. So an email notification goes to the requester’s manager. This email message has a link that takes the manager to a page where they can review the request, approve or reject it.
8	If it is approved, the system automatically notifies the people who have the appropriate skills and role to complete the next task in the flow.

Request Fulfillment - Working The Task (Basic) Learn how to receive, work, and close request tasks (basics).

Step	Action
1	Click to expand the Request Fulfillment section in the left navigation.
2	Select Our Unassigned Tasks.
	Note: This view will show all the open tasks that have been assigned to group based on service, component, support skill, assignments.
3
	Select the Number Header to sort the oldest to newest task & click on *RITM#(Numbers)#* to open the task.
4	Click button.
	Note: Description area explains what the task is & details to complete it. While Variables section contains information needed to complete the request.
5	Document all the details in Work notes text box field & click button from either top or bottom button areas.
	Result: The information provided is included in activity log.
6	Click button.

Click to view a demonstration how to Work a Task (Basic activities).

Request Fulfillment - Additional Tasks / Actions Learn how to complete additional tasks & actions for Service Request roles.

Closing the Task as Incomplete

Step

Action

Occasionally you may need to close a task without completion.

Example; You've contacted the customer many times to get information to complete the task but receive no response.

Just Click

Note: Always provide detail in 'work notes' to explain why the task was closed as incomplete.

Viewing SLA/OLA Information

Step	Action
1	Scroll down & click tab.
1	Note: The tab is good for checking to see how much time the time left to complete the task before the SLA is breached.

Viewing Attachments

Step	Action
1	Scroll down & click tab.
1	Note: Attachment can be viewed and opened from this location.

Estimated Delivery Date

Step	Action
1	Select the Estimated Delivery Date by clicking on calendar icon .
1	Note: Some services use Estimated Delivery Date as part of the process flow.

Escalate/De-Escalate Requests

Step	Action
1	Click button.
1	Note: Escalation failed will appeared if there are no people in the escalation path for the ticket. : Upon successful escalation a confirmation at the top of page is displayed indicating request was escalated.
2	Right click on the task header & select de-escalate.
2	Note: Upon successful escalation a confirmation at the top of page is displayed indicating request was de-escalated.

Click to view a demonstration how to Work a Task (Additional activities).

Request Fulfillment - Update Configuration Item (CI) Learn how to add a Configuration Item to a Service Request task.

Step

Action

Type CI in the Configuration Item field and wait the system to find it or use to search for CI.

Note: If there is more than one CI that start with the name then it would appear in the drop down list from what you can select. If there is only one, it will automatically populate for you. Every service has different configuration item and different naming and it is important to find out what CI to use for your service request.

If the required CI does not exist in the tool, use “Missing CI” value and make note of the correct name of the CI within the work notes of the task. This allows the Configuration Analyst to make the correction to the CI list.

Result: Once selected the CI, continue to work on the task or close it.

Click to view a demonstration how to Update a Configuration Item (CI).

Request Fulfillment - Find Tasks & Manipulate Lists Learn how to view tasks and manipulate lists.

Request Specialist View

Step	Action
1	Click Our Unassigned Tasks to see all open, unassigned tasks that have been routed to people having your Service, Component, Skill, and Role. If you are part of a service that as site based routing, then it will also filter on the sites you support. Note: The list shows the Request Item number, Task number, Task Description, etc.
2	Select the RITM Number header to sort the oldest and newest request. Note: The breadcrumb in blue shows the filtering for this list. This type of information is shown on all lists. a) The first item shows the type of information being displayed. In this case, these are tasks. b) The last 2 items show that it is filtering for only active tasks, which have no assigned to value. c) The large item starting with Sys ID =, is the part of the filter that looks up all tasks associated with your services, components, skills, roles.
3	Click to open task details
4	Click Assign to Me button and once assign it to yourself, it will no longer appear on this list.
5	Click record.
6	Click Tasks Assigned to me to see the task assigned to yourself. Note: By looking at the breadcrumb, we can see that this list only shows Active tasks that are assigned to you. Let’s say you want to look up a task that you completed recently. From here, you can turn off the filter that causes only active tasks to be visible.
7	Hover your mouse over the bracket before the active filter and click it to remove the filter.
8	You will see all tasks that are assigned to you, both open and closed. Note: The change that you made to the filter is only temporary. The next time you select Tasks Assigned to Me, it will reset to the default.
Special case: Backup your colleagues
1	Select Our Tasks view to see all active tasks that have been routed to people having your Service, Component, Skill, and Role. Note: This view shows both assigned and unassigned tasks. You can sort on assigned to header, to locate that tasks that are assigned to your peer.
2	Right Click the name to filter on your peer’s name
3	Select Show Matching. Note: When you do that, you will see a new level of filtering was temporarily added to your list.

Request Manager View

Step	Action
1	Select My Service(s) Tasks . Note: This view show the request managers all open tasks for every service that is included in their role profiles. You can see all active, assigned and unassigned tasks.
2	Remove the active filter to view closed tasks.
2	Result: You will see all active, assigned and unassigned tasks.
3	Use the Group by function to Group by-Assign to.
3	Result: Tickets are now grouped together according to the assigned to value.
4	Click on the plus sign at the far left of the breadcrumb.
5	Select Save.
6	Enter a short name for your new view and click Save.

Click to view a demonstration how to Find Tasks & Manipulate Lists.

Request Task Record - View Status by RITM# Learn how to find a service request status using the request number (RITM#).

Step	Action
1	If customer provides their request number (starts with RITM), type them into
2	Click Search button and the system will locate the request and open it for you. Note: You will see key information like the due date, the estimated delivery date, the short description, the data provided by the customer.
3	Scroll to bottom to see approvals and tasks tab.
4	Select Approvers Tab to see if the service request has approvals, the name of the approver and whether the approval has been completed. Note: If the approval has been completed, 1 or more tasks may be visible on the Catalog Task tab. For tasks, you will see if it has been assigned. If there are no tasks on the list, the request may be stuck at the approval.
5	Click Catalog Tasks Tab and select task by the task number to see the latest information.
6	Scroll to bottom to read the activity log.
7	Click button to work on the task.
8	Click button to save your work on the request task.
9	Click in the upper left corner to return to the Request Item.

Click to view a demonstration how to View Status of Requests by RITM#.

Request Task Record - Ad-hoc Email to Customers Learn how to send an email to a customer from the task record.

Step	Action
1	Click icon at the top right of the task record.
	Result: A new window appears that is pre-populated with the template for requesting more information from customer.
2	Type the information needed & click Send.
	Note: Customer replies to the outlook message will automatically noted in Activity log of the task.

Click to view a demonstration how to Send Customers Email From a Service Request Task Record.

When you have completed the learning in this content, click the below Track Completion button.

This allows the IT Service Management team to know that you have completed this learning and are prepared for relevant next steps.

Click when you are finished.