Request Fulfilment Objective according to ITIL® Service Operation - SO 4.3.1. To provide a channel for users to request and receive standard services which have a pre-defined approval and qualification process; to provide information to users and customers about available services and procedures for obtaining them; to source and deliver the components of requested services; and to assist with general information, complaints or comments.
IncidentMonitor™ Request Fulfilment provides a consistent interface to allow contacts to request authorized services. Intelligent electronic forms can be presented to the contact. Based on the contact's input, the service request will be managed by the appropriate workflows, OLAs and SLAs.
IncidentMonitor™ provides you with request fulfilment
An accessible interface to your contacts.
Guarantee that each request will be managed in a consistent and efficient manner as defined by your corporate requirements.
Customizable OLA's, SLA's with escalations and notifications.
Customizable web forms.
Tight integration to any other ITIL process.
Role based access to fulfilment web forms.
Some features of the out of the box Request Fulfilment Management process
Request Fulfilment ships with standard services, work flow, routing, SLAs, approvals and integration with other ITIL® processes. Because of IncidentMonitor™'s robust service management framework, Request Fulfilment can be easily adapted to support your specific corporate requirements.
Tightly integrated with Service Catalogue Management to allow end users can quickly and easily access authorized services.
Out-of-box work flows, which are easily configured to support any customer-specific requirements. Supports any combination of serial, parallel or ad hoc work flows
Integrated and configurable approvals based on the type of request. Approvals can be configured as serial, parallel or by vote.
Integrated electronic forms which are easily created and configured to support any customer specific requirements. Intelligence can be configured into the form to allow work flow to be executed based on user input.
Integrated skills based routing to ensure the appropriate individual or group is assigned and notified of the request.
Actionable Service Catalog forms
End user access to view the status of service request.
Out-of-box and configurable escalations and notifications.
Out-of-box interactive and scheduled reports. Customer-specific reports can also be easily created.
Tightly integrated with Incident, Problem, Change, CMDB and Service Level Management.
Integrated customer surveys.
ITIL Workflow and Service Catalogue Form Designer
IncidentMonitor ITIL ITSM Service Desk Software offers an ITIL workflow designer which helps you to create the most advanced ITIL process flows within a few clicks. Have a quick look at this video.