Most IT organizations have multiple and sometimes conflicting ways for users to request services they need. This creates confusion and frustration for both the end user and the IT organization. Fortunately industry experts and the new ITIL version 3 best practices have a prescription for ending this frustration. The first step, according to industry experts and ITIL, is to define the standard services IT offers in a Service Catalog. From there, IT can make these services operational by providing an easy-to-use Service Catalog portal for end users to request them.
newScale RequestCenter®, the market-leading solution for organizations that seek a 'one-stop-shop' for service requests and a standardized request fulfillment process is at the center of newScale Service Transition and Operation solutions. It provides end users with a personalized view of the Service Catalog - representing a one-stop portal destination for requesting any type of service and tracking service request status.
Together with the newScale Service Catalog Foundation™, the key components of the newScale RequestCenter product family include:
- newScale Service Request™ provides a Web-based self-service request portal for end users. This no-training-required, role-based interface allows employees to search or browse an entitlement-based view of the Service Catalog. As easily as they would order a book on Amazon.com, they can find available services, submit a request, and monitor delivery status.
- newScale Request Fulfillment™ enables IT to streamline the fulfillment of service requests - by accomplishing more tasks, faster and better, with the same or fewer resources. Individual tasks may be routed to the help desk or directly to the appropriate service team. Service managers can track the overall delivery plan and refine the process to improve operational efficiency.
- newScale Service Request Libraries™ offer pre-built, configurable service content to jump start an actionable Service Catalog. newScale provides "out-of-the-box" templates for more than 1,000 service requests across the full spectrum of IT desktop, access management, telecom, application, and infrastructure services - as well as non-IT services such as facilities.
For more details on newScale Service Transition and Operation solutions, please go to our Literature Request Section to read the newScale Solution Overview Brochure or Solution Data Sheets.
If you are interested in newScale RequestCenter's market-leading functionality, but want to get started with a more incremental approach, just ask us about our newScale Service Catalog Express™ offering and the newScale QuickStart deployment program. newScale Service Catalog Express provides everything you need to create and publish your first service items in an actionable Service Catalog in just 30 days.
