IncidentMonitor™ Request Fulfilment Software

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

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 webforms.
• Tight integration to any other ITIL process.
• Role based access to fulfillment webforms.

Some features of the out of the box Incident Management process

Request Fulfilment ships with standard services, workflow, routing, SLAs, approvals and integration with other ITIL processes. Because of IncidentMonitor™ 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 workflows, which are easily configured to support any customer specific requirements. Supports any combination of serial, parallel or ad hoc workflows
  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 workflow 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.
• End user access to view the status of service request.
• Out of the 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.