A revolution is happening within the enterprise where IT is rapidly becoming much more focused on the business users as customers. The shift has been more than just philosophical. IT’s processes and systems are shifting to support this new focus and best practices have emerged to support this shift. For example, ITIL v3 is helping facilitate the shift through its inclusion of IT Request Management/Fulfillment.
The idea of IT Request Management is pretty straightforward. Make it easy for business users to find and access the various services offered by IT. Then, make it easy for them to request the service, track the request, get status updates, and finally get their request fulfilled to their satisfaction.
But what about IT?
This makes it easy for the business user, but what about IT? How do they benefit from IT Request Management? Well, there are several ways beyond the customer satisfaction you’ll get from your happy business users.
First, if done right, IT now has a much more efficient way to route the right request through the right process, and have the correct teams notified. No more having to route everything through the “help desk” and then forwarding it on. This streamlines the response times. Also each team can manage their own knowledge base to prevent users from asking the same things, over and over again.
Second, it sets expectations. When business users are requesting services, the service descriptions include an SLA and also a cost of the service. This way, business users know what they’re asking for and what the response time should be. No more miscommunications.
But these are not the biggest benefits to IT. Since each service is being tracked, there is transparency, and IT can run reports on the costs per business unit, and even per-person within the units. It makes it easy to show the business function leaders what their units are consuming from IT and why IT needs resources to make things happen. Now that is a really big benefit for anyone who has sat in front of the business functions and tried to explain why they should ante up to fund next year’s IT budget.
So how does an IT department get there?
One way is to purchase an ITSM system and implement it, along with all of the costly process consultants, and per-seat licensing fees. At CorasWorks, we saw this as a great use for SharePoint. Most companies already have SharePoint running internally so that makes it a good candidate for an IT Request Management solution. So we designed a purpose-built Request Management solution. What makes this unique? Well, to start with, it’s built on the CorasWorks platform and as such it not only comes out of the box addressing the specific scenario, but it’s built to be customized. Each company is different, so our solution allows you to define your service categories, service areas, and individual service processes to match your needs. And since it’s built on CorasWorks, it can grow with you.
So what are the feature of the CorasWorks Solution?
There are several key features of the CorasWorks IT Request Management Solution. You can see a complete list of the features here.
But what about people who already have existing ITSM systems but could really use a better front end?
It’s possible. You could leverage our really nice, user-friendly front-end for the business user and even for IT to use to manage the service catalog and requests, then populate the ITSM system at the appropriate time. This is not an out of the box feature, but it is something our services team can do. We’ll take a look at your current ITSM system, determine the best integration points, and using the tools that are part of the system, we will not only build the connections but show you how we did it so you can maintain it. It will also be far quicker and less expensive than you would expect when hear “integration.”
Just ask and we’ll be happy to work with you.
Welcome to “IT at your service.”