Professional Documents
Culture Documents
Overview of OSF’s
Service Request Process
[Version 1.0]
Service Request Process Overview
Table of Contents
About this document 1
Chapter 1. Service Request Process 2
1.1. Objectives 2
1.2. Definitions 2
1.2.1. Customer 2
1.2.2. Provider Group 3
1.2.3. Request 3
1.2.4. Deficiency 3
1.2.5. Request Repository 3
1.2.6. Agency Services Database 4
1.2.7. Service Agreement 4
1.2.8. Service Level Agreement 4
1.2.9. Service Standard 4
1.2.10. Service Level Target 4
1.3. Service Request Process Scope 4
1.3.1. Exclusions 5
1.4. Inputs and Outputs 5
1.5. Metrics 5
Chapter 2. Roles and Responsibilities 6
2.1. Service Desk6
2.2. Voice / Data / Cabling Groups 6
2.3. Service Provider Group Manager 6
2.4. Service Provider Group 7
2.5. Operations review team 7
2.6. Customer (Service Requester) 7
Chapter 3. Service Level Targets 8
3.1. Assistance Service Request Targets 8
3.2. Enhancement Change Request Targets and Schedules 8
Chapter 4. RACI Chart 9
Service Request Process Overview
Summary of changes
This section records the history of significant changes to this document. Only the
most significant changes are described here.
Where significant changes are made to this document, the version number will be
incremented by 1.0.
Where changes are made for clarity and reading ease only and no change is made to
the meaning or intention of this document, the version number will be increased by
0.1.
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Service Request Process Overview
1.1. Objectives
Provide a consistent process for Agencies to submit requests for services that
ensures:
Service requests are properly logged
Service requests are properly routed
Service request status is accurately reported
Service requests are accurately sized with regard to effort and cost
Queue of unfulfilled requests is visible and reported
Service requests are properly prioritized
Solution provided meets the requirements specified by the customer
Effort is not wasted on unapproved requests
1.2. Definitions
1.2.1. Customer
A customer is someone who buys goods or Services. The Customer of an IT Service
Provider is the person utilizing the service purchased by the customer’s organization.
The term Customers is also sometimes informally used to mean Users, for example
"this is a Customer focused Organization".
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Service Request Process Overview
1.2.4. Deficiency
A deficiency occurs when the service provided does not meet or fully meet the
customer’s needs or the standards of service defined by the SLA.
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1.3.1. Exclusions
Incidents (break/fix) are not handled by this process. By definition incidents
are a break in normal service and therefore receive high priority to restore
service to the customer within the timeframes designated in the Service Level
Targets.
System modifications resulting from the Problem Management process are not
handled by this process. Problem Management seeks to provide resolution to
ongoing problems, is part of ongoing operational support, and does not require
a request to be initiated.
Output To
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1.5. Metrics
Metric Purpose
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Requests for password resets are an exception which a rapid turn around:
Response 10 minutes
Resolve 20 minutes
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Chapter 4. RACI Chart
Obligation Role Description
Responsible Responsible to perform the assigned task
Accountable (only 1 person)
Accountable to make certain work is assigned and performed
Consulted Consulted about how to perform the task appropriately
Informed Informed about key events regarding the task
Service QA Manager
Provider Service Service OSF
Group Mgr(s) Provider Provider Service Service Operations
Activity of Service Group SME's Group Desk Desk Mgr review team
1.
1 Record Request in CRM R A
2.
2 Accept Request from Customer R R R R A/R
4.
7 Prioritize SR’s in the queue A/R C I I I C
5.
9 Select next SR to be worked I A/R R
6.
6 Implement technical solution A R R
7.
Perform billing through COMIT, if needed A/R R C I I
8.
Verify solution with customer I I R R A/R
Service Request Process Overview
9.
Close case I R A/R
Develop checklists to be followed for Assistance
10. Service Requests A/R R R
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11 Using the appropriate service task list (if available) perform the
service requested by the customer.
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Service Desk 15 Verify with customer that solution meets their needs
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o Notes
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7.2. Meetings
7.2.1. Operations review team Meetings
Operations review team Meetings will be held regularly to review all Enhancement
Change Requests that have not been completed.
The primary focus will be on:
Brief overview of work accomplished since last meeting
Current schedule, assignments, and workload
Review & adjustment of priorities of outstanding requests
Review of expedited service requests since the last meeting
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