What is service request management?
10 min
By the end of this lesson, you’ll be able to:
- Define service request management
- List the advantages of using service request management
- Describe common use cases
- Identify Atlassian tools to use for service request management
Service request management
Service request management is a practice that helps organizations standardize their response, coordination, and fulfillment of service requests from users.
👉 For example: Service requests include asking for new software, access to a particular system, or general information.
Request fulfillment is the process of resolving a customer or employee’s service request through its entire lifecycle.
The service desk is the primary contact point where customers ask for help or request services. This is also known as the customer portal.
Here’s an example of the service request management process:
- A customer (internal or external) requests help from your service portal or via email.
👉 For example: A new employee needs access to a specific software license to do their job. - The service team assesses the request using defined approval and qualification processes. If needed, they send the request for approval.
- A service desk agent fulfills the service request or moves the request to someone who can better assist the customer. Jira Service Management allows you to easily move requests between different team spaces or create linked work items between spaces.
- After resolving the request, the agent closes the ticket and consults the customer to make sure they’re satisfied by collecting customer feedback.
👇Here’s a visual example of the service request process.
Practice service request management
There are several advantages of practicing service request management:
- Support organizations want to deliver value for customers at lower cost.
- Speeds up delivery of your services, thereby increasing value.
- Enables you to provide that service with less effort using self-service and automation.
A strong service request management practice is:
✔ Customer focused
✔ Knowledge-centric, and
✔ Streamlined with automation
By applying these principles across your efforts, your organization can:
- Strengthen the support team.
- Make it easy for customers to ask for help and get answers.
- Use tech to keep pace with changing organizational needs.
Goals of service request management
👇Click the boxes to learn more about the goals of service request management.
Service requests are often recurring, so efficient IT teams follow a repeatable procedure to handle them.
Service request management examples
Service request management can provide organizational support. Any process can be managed in a service space. Managing and monitoring processes help teams run efficiently.
👇Click the tabs below to explore some examples where you can use service spaces in Jira Service Management to help your team manage customer requests.
- New software
- VPN access
- New hardware
Service request management differs from other service management practices such as incident, problem, and change management. It stands out as it revolves around users submitting requests for new items, whether it be access to a service, a new phone, or information.
Atlassian tools for service request management
Jira Service Management enables your teams to set up service centers and service desks quickly.
👇Click the tabs to learn more about service centers and service desks.
Service centers built in Jira Service Management contain several different service desks that represent a team’s service offerings. Service centers are also called help centers.
👇Here’s an example of a service center.
Help desks are IT-centric and focus on fixing work items. Service desks focus on delivering service to their customers and are customer-centric.
Tools available in service spaces with Jira Service Management
👇Click to view the tools available in service spaces with Jira Service Management.
👇Play the video to learn about Atlassian’s service request management solution using Jira Service Management.