Task: Manage Service Requests
The purpose of the task is to monitor all service requests, analyze and track outstanding issues and thereby implement the identified corrective actions for service request closure.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description

    The Request Fulfillment Manager must monitor the service requests on regular basis to understand the progress and handle issues, if any. This can be done at different frequencies like daily, weekly, monthly, etc.

    The Request Fulfillment Manager should assess the following data in monitoring activity:

    • Outstanding Requests
    • High Aged Requests
    • Breached Requests
    • Monthly Trends
    • Any potential risk areas.

    In case multiple resolver groups are involved in fulfillment, the Request Fulfillment Manager should ensure that communication and coordination between these teams are smooth. Service Request Record should be updated accurately with the inputs from these multiple teams. The process followed by individual service request must be monitored. This helps to understand the effectiveness of the Request Fulfillment process. The areas within the Request Fulfillment process where the service request is at the risk of breach, should be identified. The Request Fulfillment Manager must also randomly review closed service requests to verify if the process defined to execute service requests is followed correctly and consistently.

    The Request Fulfillment Manager should ensure that knowledge management database is updated regularly and referred for the service request resolution. The Request Fulfillment Manager should track the progress of outstanding actions and ensure that they are closed on time, so that the service levels are not impacted. The Request Fulfillment Manager must review the unresolved actions with relevant stakeholders. This helps to understand the effectiveness of the current action plan, also to obtain commitment from the resources for successful execution of the action plan. In case the outstanding actions are not resolved even after follow-ups, the Request Fulfillment Manager must escalate action to the appropriate level of management as agreed.