Enhance your IT team’s service request management: Best Practices to Achieve streamlined workflows

Enhance your IT team’s service request management: Best Practices to Achieve streamlined workflows

Whether it’s requesting updated hardware, password resets, travel expenses, or even new hire onboarding, service teams handle multiple requests every day. For large IT companies, staying on top of service requests can be challenging, which is where service request management (SRM) can help.

Service request management helps IT, HR, and other support teams streamline and optimize service request handling by leveraging technologies to improve service team workflows.

PeopleHCM’s service request management software helps you stay in control of service requests from the moment they’re submitted right up to their completion.

In this blog, we’re going to explore some of the best practices to employ in service request management. But before we do that, let’s kick things off with the SRM lifecycle.

Service Request Management Lifecycle

To help you implement the best practices, we’ve broken down the SRM lifecycle into five key steps. Here they are:

Submission

The process begins with an employee submitting a service request through a specified channel or centralized solution.

Assessment

Once the request has been received, service teams will analyze it to prioritize and direct it appropriately. The assessment also involves considering the following:

• The urgency of the request.
• The resources and tools needed to handle the request.
• The team or individuals required to handle the request.
• The approval process.
• The cost of the initiative.

Assignment and Fulfilment

The request is directed to the appropriate individual or team, who will equip themselves with the necessary resources and complete the request.

Request Completion

The service desk completes the request and communicates it to the user. Once it is verified that the request has been fulfilled, the service team can close and archive the ticket.

Follow Up

The service team will follow up with the user to verify that everything is ok on their end and ask for feedback.

Best Practices to Simplify Service Request Management

The service team will follow up with the user to verify that everything is ok on their end and ask for feedback.

Simplifying SRM can be achieved in six key steps.

• Prioritize Service Requests - Establish a clear system for prioritizing requests to ensure that the most important ones are handled first.
• Centralize Your Request Process into One System - Centralizing requests into one platform increases accessibility and allows service teams to access and resolve requests faster and with less risk of errors.
• Offer Self-Service Options - Empower users to perform basic tasks by creating centralized knowledge bases with helpful guides, articles, and walkthroughs to reduce the volume of tickets you receive and the time it takes to complete the tickets that come through.
• Leverage Automation - Service teams can use IT service desk tools to automate repetitive and time-consuming tasks that drain productivity and are prone to human errors.
• Document Everything You Can - Good document management shouldn't be an oversight, primarily if your team handles many requests. This can help you keep track of fulfilment data that can be used to monitor and improve your SRM process.  
• Define and Monitor Key Service KPIs - Identify, monitor, and regularly report on the key performance indicators (KPIs) that give insight into your process's performance, help you track the success of your strategy, and spot areas for improvement.

Key Service Request Management Features of PeopleHCM

• Simplified Service Requests
  People HCM's SRM feature is designed for ease of use. It enables users to submit and track their service requests with minimal effort in a few clicks.
• Customizable Tasks
  It is easy to customize the departments' tasks & workflows seamlessly as per your organization's needs.
• Enhanced Proficiency
  Helps promote a collaborative way of handling tasks within the team and between multiple departments for improved productivity and efficient problem-solving.
• Quicker Turnaround
  Streamlines request management process and aids in quick identification, correct routing, and prioritization of requests with more transparency.

Service Request Management with PeopleHCM

Mastering SRM is the key to a more effective IT department, and PeopleHCM emerges as a tool and a catalyst for innovation and efficiency in this landscape.

Integrating PeopleHCM empowers your team with a streamlined approach perfectly attuned to the demands of modern IT management and elevates the efficiency of your service request processes. The outcome? Your team can focus on strategic initiatives with reduced administrative burdens.

With PeopleHCM, it's all about ease of use, agility, and responsiveness in an ever-evolving IT landscape to ensure that your services meet and anticipate business needs.

Benefits of Streamlining Your IT Teams SRM with PeopleHCM

• Enhanced User Experience: The transparency and ease of access helps users submit requests through various channels and receive timely updates on their status, improving overall satisfaction.
• Increased Productivity: Automates routine tasks and frees up IT staff by reducing the manual workload to focus on strategic initiatives and higher-value activities that drive innovation and business growth.
• Enhanced Service Delivery: A structured approach with precise categorization and prioritization to ensure that critical issues and urgent requests receive immediate attention are addressed first, thereby minimizing downtime and enhancing operational efficiency.
• Improved Cost Efficiency: Leverages automation and best practices to streamline processes and reduce manual work, thereby reducing operational costs, eliminating redundancies, and ensuring that resources are used effectively.

Conclusion

Take Control of The Service Request Chaos

SRM is crucial in ensuring that the user's needs are met promptly, enhancing overall service satisfaction. By embracing technological advancements, best practices, and continuous improvement, IT organizations can elevate their SRM processes to new levels of effectiveness.

With a robust service request software like PeopleHCM you can empower your team, delight your users, and align every service request with your broader business goals.

Make your service request management process a beacon of efficiency, innovation, and user satisfaction by propelling your organization forward with PeopleHCM.

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