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How to Create and Organize an IT Process Catalog

Aug 30, 2002

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Service Request Management

This process aims to ensure the timely acceptance, documentation, handling, and close-out of service requests.


Tasks	Skills
Accept service requests and document accordingly Provide response according to pre-defined service-level requests Evaluate scope of request and define work effort to user Determine ways to better address core requirement because customers do not always know what they need Define processes/procedures to improve request process	Attention to details Knowledge of service-level agreement approach to IT management
Staffing	Automation Technology
Help-desk specialist Line of business liaison Customer service representative	Various point products to manage service requests Help-desk tools
Best Practices	Metrics
Management with clearly defined categories for service-level requests Strictly defined service-level agreements for each category Automated process enabling customers to enter service requests Automated escalation of overdue requests	Number of requests/month Number of requests/staff MTTR for each request (by type) Number of late service events/number of requests
Process Integration	Futures
Job scheduling	Increased automation to enable quicker and cheaper management of servicing requests Fully automated SR process Ongoing improvement in the descriptions of service by type and escalation procedures

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