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Best practices for Service Request Management

As companies scale and IT becomes a strategic area, it’s important to reduce incoming tickets, improve your time to resolution, and make room for your team to be more aligned with your business goals. ITIL standards provide a great framework on how to organize your IT services. So let’s talk about one of its main processes: service request fulfillment and how it connects to service management.

What is Service Request Management?

By definition service requests can be requests for information and access, minor changes that involves low risk, or services that are recurrent and can be pre-approved. They are usually handled by a standardized process via service desk and involve IT and Service Desk teams.

And what about the fulfilling the request? We refer to this part of ITIL as the way teams handle the open service requests, gather information needed, determine the time needed and approval processes involved to deliver resolution.

Why is Service Request Management so important?

When companies start to scale and adopt a mindset of IT connected with business strategies of the company, it is common to see a lot of service requests start to overwhelm your IT teams so they spend their time with a lot of recurrent tasks like, granting access to some tools, configuring printers or providing notebooks for the new hires. The easy, stay-in-the-comfort-zone stuff. But when you streamline your process, analyze popular requests and make a plan to reduce your workload by automating repetitive tasks, your IT team is free to act aligned with your business expectations and not only react to common service requests.

It’s important to remember that service request management is not only a way to improve your customer satisfaction but you’re also making your service desk agents and IT team’s lives easier.

We listed some tips to help you understand how you can improve your service request management:


In the infographic “5 secrets of high-performing IT teams”, 69% of High-performing teams said their use of automation has increased in the past two years and 71% of IT Teams are using service automation.

So, automation should be one of your focuses when improving your service request management. Right?

It’s good to rely on a tool that can automate messages, build workflows to route your tickets and provide reports on how your IT team is working on the open requests. But before that you need to list all the services you provide and talk to your customers to see what can be automated and pre-approved.

Centralized information and standardized processes:

If you have requests coming from different sources, an inability to track their status, and don’t have a place to centralize your communication with your customer, your IT Team is certainly overwhelmed and your customers may be a little confused. But how do you improve this?

Centralize your requests and avoid different sources and channels to open tickets. With a single place to connect with your customers, answer the requests, and provide valuable information, everybody wins. We suggest that you create a customer portal and present your service catalog there!

Use a portal to centralize your requests and engage your customers to use it. They need to see value in that. Develop a Service Catalog and involve them on the services you need to provide. Hear their pain, be aligned with their needs and be ready to help! Remember, you can always rely on your customer feedback to improve your service management.

Knowledge is important, but accessible knowledge is like heaven!

Every process that you can document to create a knowledge base can help you save time, be transparent, and reduce incoming tickets. Use a wiki tool to have all the information in one place and engage your agents to help populate the knowledge base with the most common requests and with the easiest processes to empower your users, delivering transparency.

You just need to work with a tool that connects your service desk with knowledge articles to help you build a self-service machine.

And what are some of the benefits of investing in service request management:

  • Eliminating duplicated processes and requests, not only on IT but between different departments.
  • Reduction of the time spent with tasks and extra work.
  • Creating tickets faster while reducing queues and improving time to resolution and self-service.
  • Possibility to scale the support or IT without additional resources needed.
  • Gaining better visibility on the open tickets, blocking issues, recurrent tasks, and a more accurate team performance measurement.

Align IT with Business Strategy

Organizing and optimizing your service request management is just the first step to improve your ITSM. Continue on the path to align your IT team with your business and provide more value to the corporation by reducing tickets and automating processes, managing changes and incidents, and having the visibility you need to enhance your solutions.

Now that you saw all the benefits, why not choosing a tool that could provide high flexibility to design workflows, screens, canvas, and fields so the organization could deliver a better customer support and improve their employee experience? Contact us!