Service request management solutions could offer tremendous value as differentiating between different service request types becomes easy for your tech service desk teams. This ensures support workers can distinguish between different service tasks quickly and prioritize operations efficiently. Service request management’s potential benefits are clear. But it’s important you are making effective use of the technology if you are serious about maximizing your ROI. The following tips can help you do that.
Prioritize your customers. Gather all necessary requirements before things get added to your request catalog. Leverage standardization, automation and bundling. Define new processes or adapt existing ones to drive simplification and standardization for fulfilling service request. Put emphasis on incident management. Let the service catalog get involved. Look into process bottlenecks since resolving them could lead to significant functional gains. Most importantly, think holistically so that the impact could be on as many processes possible.