Task: Review And Tailor Request Fulfillment Procedures

The Request Fulfillment Manager must establish the Request Fulfillment Procedures by tailoring Capgemini’s standard procedures to suit the specifics required for the engagement. The procedures must detail out the activities and tasks needed to be followed while handling service requests. There could be service requests which are simple and are pre-approved and can be directly fulfilled by the Service Request Handler without any authorization. The Request Fulfillment Manager must ensure pre-approved service requests (based on the client’s service catalogue) are listed, and standard operating practices for the same are documented.

The Request Fulfillment Procedures must include the scope of Request Fulfillment and the workflow for service requests. These should also include methods to clearly differentiate between service requests and incidents, and the steps to be followed in case of an incident is erroneously reported as a request. Different internal and external stakeholders who would play key role in the process must be identified. Required skill sets and appropriate training needs must be identified. Roles and responsibilities for various stakeholders must be defined. Key performance indicators and measurements to track the performance of Request Fulfillment process and the reporting process (along with its frequency) should also be defined in the procedures. The procedures must also include governance and escalation mechanisms, and activities to be followed for continual improvement of the process.

The Request Fulfillment Procedures should be maintained throughout the entire life of the Service Engagement but should be revised if the Client’s requirements or standard processes change. This helps the team and the stakeholder to have clear understanding on the Request Fulfillment process and expectations.