IT Request Management

IT Request Management

Today, IT organizations are looking for ways to transform themselves into true business-focused service providers. In fact, in a recent survey conducted by Forrester Research*, 75% of the IT organizations interviewed stated that improving customer management, their business processes, and IT efficiency were their top three priorities. A centralized request center that can serve as the "store front" or the "front office" for your IT organization can go a long way in aiding with the following:

• Encouraging user self-service which cuts IT costs
• Funneling and prioritizing requests which speeds issue resolution
• Bridging the gap between application development and IT operations
• Expediting request fulfillment which improves IT satisfaction
• "Marketing" IT as a business-focused service provider

Encouraging user self-service which cuts IT costs

An intuitive, web-based self-service portal that provides your users with easy access to the services that you have to offer significantly reduces the demand on your IT staff to answer inquiries related to the status of requests or tackle the same issue over and over again. An IT Request Management offering that draws on a built-in knowledge base to proactively suggest solutions to your users as they type in their requests can further reduce the volume of tickets that your IT organization has to tackle.

Funneling and prioritizing requests which speeds issue resolution

By leveraging an IT Request Management solution that is built to serve as the single point of contact between your customers and your IT organization and as the single entry point into your service desk as well as other applications, you gain greater visibility into the volume of requests and are better equipped to capture demand, prioritize and rapidly route requests to the right groups to speed fulfillment.

Bridging the gap between application development and IT operations

When your users report issues with a service that you offer (e.g., the travel request authorization site pages load very slowly), it quite often calls for changes to the underlying application that helps deliver the service. By using an IT Request Management solution that can seamlessly route requests through to specific development group that supports the application, you gain better visibility into resource utilization and time to resolution of issues.

Expediting request fulfillment which improves IT satisfaction

An IT Request Management solution that lets you automate the steps involved in fulfilling a request greatly speeds issue resolution and improves your users' satisfaction with your IT organization.

"Marketing" IT as a business-focused service provider

Using a service catalog that lets you organize and easily showcase the breadth of services that you have to offer reinforces the fact that your IT organization is a strategic asset that delivers true business value.

An IT Request Management solution that is extremely simple and easy to use reduces the workload of your support staff by encouraging employee self-service and "no-touch" issue resolution which significantly improves satisfaction with IT.

• Learn more about Serena's IT Request Management solution
• Watch a demo of Serena's IT Request Management solution in action