TIL Request Fulfilment • RMS Services • Business Process Management and ITSM Solutions

RMS Services ITIL Request Fulfilment

The objectives of the Request Fulfilment process are:

To provide a channel for users to request and receive a standard service for which a pre-defined approval and qualification process exists
To provide information to users and customers about the services available and the procedure for obtaining them
To source and deliver the components of requested services
To assist with general information, complaints or comments

The RMS solution supports the Request Fulfilment process by:

Providing detailed information of the services available and how to request them using the Content Management System aspect of the web portal and then directly allowing those service to be requested through menus in the portal
Comprehensive workflow defined for different types of request, to ensure that the service is delivered in a timely fashion and that cost assessment can be completed prior to approval
Management Information about the types of requests being received, the performance in delivering them and area that could be improved
The ability for the Service Desk to monitor the progress of all Service Requests
Automated emailing of progress on the request to users and tracking of the request through the web portal
The ability to handle requests for other than IT, such as facilities or HR
Tracking the cost of providing services