REQUESTFULFILLMENTPROCESS

Computing&TelecommunicationsServicesWrightStateUniversity

ITSM/RF-IMProjectTeamPreparedbyJonathanJackson

jonathan.jackson@wright.edu

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TableofContentsOverview................................................................................................................................3Description.........................................................................................................................3Scope..................................................................................................................................3Goals,Objectives,CSFsandKPIs.........................................................................................3Goals.......................................................................................................................................3Objectives...............................................................................................................................3CriticalSuccessFactorsandassociatedKeyPerformanceIndicators.....................................3

CSF#1–Abilitytofulfillservicerequestsefficientlyandeffectively...............................................................3KPI1.1:Averagetimeand/ormeantimeforapproval,fulfillmentandclosureforeachtypeofServiceRequest........................................................................................................................................................3KPI1.2:NumberandpercentofServiceRequestscompletedwithinagreedtargettimes.........................4

CSF#2–ImprovedCustomerSatisfaction.......................................................................................................4KPI2.1:95%ofRequestsrespondedtowithintargetresponsetime.........................................................4KPI2.2:95%ofRequestsresolvedwithintargetresolutiontime................................................................4KPI2.3:Timelyandconsistentcommunicationprovidedtocustomer.......................................................4

CSF#3–Standardproceduresin-placeforeachtypeofrequestedservice....................................................5KPI3.1:Numberandpercentofrequestswithassociated,documentedworkflowprocedures................5

Roles&DescriptionofResponsibilities...................................................................................5

Workflow...............................................................................................................................7

Appendix................................................................................................................................9AppendixA–ServiceLevelTargets:ResponseandResolution............................................9

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OverviewAprocessisdefinedasasetoflinkedactivitiesthattransformspecifiedinputsintospecifiedoutputs,aimedataccomplishinganagreed-upongoalinaameasurablemanner.

DescriptionThisistheRequestFulfillmentprocessforWrightStateUniversityComputing&TelecommunicationsServices,andanydistributedITdepartmentutilizingCaTSastheirfirst-point-of-contact(FPOC)forservicesprovidedbythedistributeddepartment.

ScopeAServiceRequest(hereafter“request”)isaformalrequestfromausertobeprovidedaservicesupportedbyCaTSoradistributedITgroup.

Goals,Objectives,CSFsandKPIsGoals

• Improvedresponsetorequests• Improvedcustomerrelationship• BetteralignmentbetweenITandservicethebusinessneedsoftheuniversity• ImprovedRequestmonitoringandreportingcapability• ImprovedcooperationandcommunicationbetweenexistingITfunctionalgroups

Objectives• Ensurethatstandardmethodsandproceduresareusedforefficientandprompt

fulfillmentofservicerequests• IncreasevisibilityandcommunicationofrequeststobusinessandinternalITstaff• EnhanceuniversityperceptionofITthroughtheuseofarepeatable,professional

approachinfulfillingrequestswithinfulfillmenttargets• Increaseusersatisfactionto90%inannualCaTSCustomerServicesurveys

CriticalSuccessFactorsandassociatedKeyPerformanceIndicatorsCriticalSuccessFactors(CSF)aredefinedassomethingthatmusthappenifanITservice,process,plan,projectorotheractivityistosucceed.CSFsaremeasuredbyKeyPerformanceIndicators(KPI),whicharedefinedas“metricsthat[are]usedtomanageanITservice,process,plan,project,orotheractivity”(ITILFoundationwithCaseStudy,QuintWellingtonRedwood)

CSF#1–AbilitytofulfillservicerequestsefficientlyandeffectivelyKPI1.1:Averagetimeand/ormeantimeforapproval,fulfillmentandclosureforeachtypeofServiceRequest. Type: quaNitative

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SupportingDetails: WeeklyMeasurementProcedure: ServiceNowmetrics/dashboardsCategory: Compliance,Performance KPI1.2:NumberandpercentofServiceRequestscompletedwithinagreedtargettimes Type: quaNitativeSupportingDetails: WeeklyMeasurementProcedure: ServiceNowmetrics/dashboardsCategory: Compliance,Performance

CSF#2–ImprovedCustomerSatisfactionKPI2.1:95%ofRequestsrespondedtowithintargetresponsetimeDescription: 95%ofRequestsrespondedtowithintargetresponsetime(see

AppendixA)

Type: quaNitativeSupportingDetails: WeeklyMeasurementProcedure: ServiceNowmetrics/dashboards,CustomerClosureSurveysCategory: Value,Quality,PerformanceKPI2.2:95%ofRequestsresolvedwithintargetresolutiontimeDescription: 95%ofRequestsresolvedwithintargetresolutiontime(see

AppendixA)

Type: quaNitativeSupportingDetails: weeklyMeasurementProcedure: ServiceNowmetrics/dashboardsCategory: Value,Quality,Performance

KPI2.3:TimelyandconsistentcommunicationprovidedtocustomerDescription: Timelyandconsistentcommunicationprovidedtocustomerby

CaTSstaffforopenrequests

Type: quaLitativeSupportingDetails: WeeklyandyearlyMeasurementProcedure: Customersatisfactionsurveys(ClosureandAnnual)Category: Value,Quality,Performance

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CSF#3–Standardproceduresin-placeforeachtypeofrequestedserviceKPI3.1:Numberandpercentofrequestswithassociated,documentedworkflowproceduresDescription: Reductionintheuserofgenericrequestworkflows

Type: quaLitativeSupportingDetails: QuarterlyMeasurementProcedure: ServiceNowmetricsCategory: Compliance,Performance

Roles&DescriptionofResponsibilitiesDuringeachactivityintheIncidentManagementprocess,thefollowingroleshavecertainresponsibilities.Theiroverallroleisdescribedhere,withactivity-specificrolesdescribedfurtherwithinthisdocument.

Name DescriptionofRoleIncidentManager AccountablefortheoverallRequestFulfillmentprocess,and

responsibletomonitorexistingrequeststoensuretheyarenotIncidents.

ServiceDeskManager Responsiblefortheday-to-daysupervisionoftheServiceDesk.IftheIncidentManagerandServiceDeskManagerareseparateindividuals,willberesponsibletomonitorexistingincidentstoassisttheIncidentManagerinidentifyingrequestswhichmayactuallybeIncidents.

ServiceDeskAnalyst • Responsibleforaccuratelyloggingallrequestsandsubmittingthemtotheappropriaterequestworkflow.

• Verifythattherequestisvalidandtheuserispermittedtoaccesstherequestedservice.

• Communicatewithusers,keepingtheminformedoftheRequestprogress.

• InitiatetheClosureactivityifarequestisabletobefulfilledattheServiceDesk.

RequestFulfiller • ManagestheownershipofRequestswithintheirfunctionalgroup.

• AssignRequeststasksassignedtotheirfunctionalgroup.

• NotifytheServiceDeskofanyRequestssubmitteddirectlytoTier2/3Analysts.

• InitiatetheClosureactivityforrequestsfulfilledwithin

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theirfunctionalgroup.

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WorkflowDuetothevariednatureofrequests,eachrequestwillhaveitsowndocumentedworkflowandRACImatrix.ThesewillbedevelopedongoingandwillinvolveindividualmeetingswiththeServiceManagementgroupandgroupsresponsibleforfulfillingeachrequesteditem.Ingeneral,requestsworkflowswillfollowtheITIL-recommendedrequestworkflow:

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AppendixAppendixA–ServiceLevelTargets:ResponseandResolution

Duetothevariednatureofrequests,eachdocumentedrequestworkflowwillincludeindividualresponseandresolutiontargets.ThesewillbedevelopedongoingandwillinvolveindividualmeetingswiththeServiceManagementgroupandgroupsresponsibleforfulfillingeachrequesteditem.

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