Service Request Management

Business requirement

Replace ageing on-premise, service request management platform integrated with SaaS ITSM platform and leverage for end-to-end workflows across the entire organisation. Highly flexible solution able to "shield" end-users and resolvers from rapidly changing organisation.

CIO watchlist: Yes

Scale: Global, Enterprise (60,000+ users)

Programme Management: Pipefish

What we did

Single self-service portal for all major service lines (IT, HR, Finance, Procurement, Facilities Management)
Extension to support any line-of-business service requests including Travel Request Management, Heavy Equipment Maintenance, Compliance Requests etc (in total, 29 service areas adopted the platform)
Over 500 service catalogue items presented with full context sensitivity for each individual user (based on automatically enumerated user characteristics)
Self-service access to knowledge articles for all service lines
Ticket status, including history and approval workflow status

Two way messaging between users and resolvers within the context of any request or incident ticket
Data driven dynamic ticket routing engine. Addressing routing needs for global vs local fulfilment teams, in-sourced vs outsourced teams, geographical nuances (e.g. snow clearing requests not visible in particular locations), service line specific rules
Customer centric, business language drive a "Guide Me" navigation feature which directs users to request forms and knowledge articles
Full multi-language and multi-currency support
More than one million service requests processed annually

Delivered outcomes

Issue free transition to new platform (over a 12x month duration). Mobile enabled, single end user portal for all service requests with rapid self-service form generation process reducing historical latency from months to weeks.

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