Most large companies have multiple, conflicting and disparate mechanisms for requesting internal services — often with hundreds of web forms and several homegrown service request applications. Employees can't find what they need, and if they do find the right form, they are often forced to retype the same data again and again. As a result, end users continue to call the help desk or use the 'shoulder tap' method to submit service requests.
newScale's solutions for service transition and operation address this challenge. According to industry experts and ITIL, the first step to end this chaos is to define standard services in a Service Catalog. The next step is to transition these services into production and make them operational — providing an easy-to-use portal for end users to request services and ensuring a repeatable request fulfillment process.
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. 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.
