This is a Service Request management System and comes with a configurable Workflow engine. The Service Request Management System is mainly used to automate the Service Request fulfillment for an organizational Unit.
Service Operation is one of the core areas of ITIL and the purpose of this area is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the users / customers as appropriate.
The Objective of the System is to ensure:
- Achieving of effectiveness and efficiency in the delivery and support of services
- Day –to-day operations are properly conducted controlled and managed
- Enable service improvements by performance monitoring, Assessing metrics and gathering data systematically
Key features that the system provides are detailed below:
Administrative features: Some of the key administrative features include
- Defining the various Locations, organizational Units an associated Users
- Defining the Work Flow and associated events
- Configuration of the workflow
- Service Catalogue Definition (including the associated workflow)
- Role and Responsibility definition for various Services
- Metrics Definition for Response and Resolution time
Apart from the above the administrative features also include viewing of key reports such as Service Level Agreement breaches for day/week/ month, Creation of baselines for defined time period and comparison between two baselines.
For a normal User, the system provides
- a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
- To provide information to users and customers about the availability of services and the procedure for obtaining them
- To assist with general information, complaints or comments
The System comes with automated configurable workflow using which the User can define the various events for obtaining the request.
System Requirements:
Client workstation: Hardware – Intel based Processor, 2 GB RAM with Microsoft® Windows 2000, XP or Windows Vista, Microsoft® Internet Explorer® 6 or 7 browser, Adobe® Acrobat® Reader® 6.0 or 7.0
Application Server: Windows 2003 Server and above with 2 dedicated Processors, 4 GB RAM
Database: SQL Server 2005
