Service Request Management Solution - Your quick path to IT Service Management
The IT Infrastructure Library (ITIL) is a series of books developed by the Office of Government Commerce, or OGC, (a part of the UK Government) in response to the growing dependency on IT together with best practices for IT Service Management. Although the “best practices” adopted by organizations are non-regulatory, organizations can ensure their business needs are properly met with IT through the adoption of ITIL.
Steps or processes that can lead organizations to archive the best practices from ITIL are getting more and more important. However, ITIL is a set of best practices that are product-independent and give no specific implementation method. Identifying solutions to bridge this gap is critical in speeding up the processes. The following solutions try to help organizations to take a step by step approach to gradually enhance their IT infrastructure to archive the best practices recommended by ITIL.
Challenges in Service Request Management
* Unable to track and manage asset deployment, specifications, conditions, calibration, costing from a single system.
* Loose track of asset condition that result in failure of managing unplanned downtime.
* Failure to systematically manage maintenance with comprehensive maintenance work management for planned and unplanned activities including long and short-term planning, preventive, reactive and condition-based maintenance, resource optimization and key performance indicators.
* Unable to maintain and manage vendor contracts with comprehensive contract management support for purchase, lease, rental, warranty, rate, master, blanket and user-defined contract.
* Failure to meet established service level agreements.
* Failure to align service levels with business objectives.
* Failure to analyze the use of resources, materials and equipment of asset maintenance activities.
* Difficult in locating person with the right skills to the right job.
