Today's IT operations must deal with a multitude of application options, new mobility options, and the increasing demands of a continually connected workforce. Not only is there more technology per user, but the applications, devices, and options are more complicated than ever.
As a result, the volume and complexity of service requests — requests for everything from from desktop software to blackberries, from application hosting to email storage, or technical requests for virtual servers and now cloud computing — have expanded dramatically. That challenge is compounded by the fact that each IT silo typically has a different system in place to manage requests. Many large enterprises have dozens if not hundreds of different Web forms, intranet pages, and homegrown request systems. This creates chaos and confusion for both the requester and the IT service teams.
The burden is often on the requester (or designated coordinators) to navigate through these disparate service request mechanisms, manage the various tasks associated with every service, and ensure that the request is ultimately fulfilled. And the service delivery teams spend an inordinate amount of time responding to requests, researching requirements, validating information, and providing status updates.
With ITIL v3, there is a new and distinct process to managing this confusion and the growing onslaught of service requests "request fulfillment". There is a lot more to managing service requests than simply the fulfillment — but it's a move in the right direction. Whether you are embarking on ITIL or any other IT initiative to improve user satisfaction and efficiency, an actionable Service Catalog coupled with effective request fulfillment is essential to your success.
newScale RequestCenter® is the market-leading solution for organizations that seek a 'one-stop-shop' for service requests and a standardized request fulfillment process. Unlike the self-service tools provided as bolt-ons by service desk vendors, this enterprise-class application is designed to ensure rapid deployment and low cost of ownership as part of a complete Service Catalog solution. And only newScale provides newScale Service Request Libraries™ with "out-of-the-box" templates for more than 1,000 service requests across the full spectrum of data center, IT desktop, access management, and telecom services — as well as non-IT services such as facilities.
The results? Improved service to your users, more responsive service delivery, and increased customer satisfaction. And by streamlining fulfillment, you can also achieve greater operational efficiency, reduced service delivery costs, and a quick return on investment.
For more details on newScale self-service Request Management solutions, please go to our Literature Request Section to read the newScale Solution Overview Brochure or other solution Data Sheets.
