# Service Request Management

## Business requirement

### Replace ageing on-premise, service request management platform integrated with SaaSITSM 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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