Managing service request definitions
Service Request Management provides an online service catalog from which clients can view and request services that are available. The IT department and other business departments within an account define offered services, publish those services in Self Service, and automate the fulfillment of those services for their clients. With Service Request Management, clients can help themselves by creating service requests in Self Service.
The benefits of using Service Request Management are:
- Standardized catalog of requests—Clients can use a web or mobile user interface to review the available requests to which they are entitled, submit requests, and see the service request status online. Service providers can set expectations by describing cost, of the request and resources, and time required to fulfill a request.
- Tracking and management of requests from start to finish — You can define the turnaround time for the delivery of requests. For example, you can specify that a request for a new server will take four days to fulfill. Each milestone in delivering the request is tracked and reported. Tracking enables you to effectively manage customer demand, your resources, and business costs.
The following figure shows Service Request Management implementation in BMC Remedyforce:
This section provides information about creating and managing request definitions:
- Creating and configuring an SRD
- Configuring service request settings
- Recording same information in all service requests
- Editing, copying, or deleting request definitions
- Determining the category applied to a service request