Be Request-Ready: How Request Management Boosts IT Service Delivery

In any organization, managing IT requests efficiently is critical to keeping business operations running smoothly. Whether it’s a simple password reset, software installation, or hardware upgrade, these routine IT requests need to be handled quickly and accurately. To manage these efficiently, organizations rely on service request management, a fundamental part of IT service management (ITSM) dedicated to fulfilling routine user requests consistently and promptly.

What Is Service Request Management?

Service request management is the structured process within ITSM dedicated to receiving, tracking, and fulfilling routine IT service requests. These requests are usually straightforward and repeatable tasks, such as granting access to a shared drive or setting up a new user’s standard software tools. The goal is to ensure all requests are logged, categorized, assigned, and resolved within agreed timeframes, often using automated workflows or self-service portals.

By handling these requests efficiently, IT teams free up resources to focus on more critical issues, while employees get the help they need without unnecessary delays.

Why Does It Matter?

When service requests aren't handled through a structured process, the following issues can arise:

• Lost Requests: Emails get buried, instant messages are forgotten, and phone calls are not logged. This leads to dropped requests, wasting time, and frustrating everyone involved.

• Frustrated Employees: When employees can't get the help they need efficiently, their productivity and morale suffer. The lack of a clear path for support can be a major source of stress.

• Overwhelmed IT Teams: Without a system to track, prioritize, and manage requests, IT teams can become swamped. This can lead to burnout, missed deadlines, and a reactive, rather than proactive, approach to IT support.

The Data Speaks: The Real Impact of Poor Management

The challenges above are more than just anecdotal. Data from Ivanti’s 2024 Everywhere Work Report highlights the very real consequences of a chaotic IT support environment:

• 56% of IT professionals have seen an increase in service requests. This growing demand makes an organized system even more critical.

• One in three professionals knows someone who has resigned due to feeling burned out. Inefficient, chaotic systems can contribute significantly to this burnout.

• 49% of employees believe more self-service information makes them more productive. This statistic underscores the value of empowering employees with resources that a proper management system can provide.

By implementing effective Service Request Management, organizations can navigate this maze, reduce friction, and create a more productive and supportive IT environment for everyone.

Benefits of a Solid Service Request Management System:

• Keeps requests organized: Having a centralized place to submit and track requests ensures nothing falls through the cracks.

• Speeds up response times: Automated workflows reduce manual approvals and task assignments.

• Improves communication: Requesters receive timely updates, reducing the need for follow-ups.

• Helps IT prioritize: Visibility into request volumes and types allows better resource planning.

• Supports multiple departments: Beyond IT, HR, facilities, and other teams can use the same system for their service requests.

While service request management may seem like a technical concept, its primary purpose is to streamline routine IT support, making it more efficient, timely, and transparent. This process helps organizations reduce delays, maintain employee productivity, and optimize IT operations.

Examples of Service Request Management

Here are a few everyday examples:

• Resetting a password

• Getting access to a printer or shared drive

• Setting up standard tools for a new hire

• Requesting a new laptop or device

• Getting help setting up email accounts

• Access to specific software or systems

They focus on routine employee needs and follow set procedures for quick completion. Because they’re predictable, they’re ideal for automation and self-service, helping IT work faster and easing their workload.

How Service IT+ Supports Your Request Management Needs

Service IT+ is proud to be a certified partner of Ivanti, backed by trusted technology. We deliver trusted, proven technology to power your service request management system. However, we don’t stop at technology; we provide dedicated customer support and ongoing assistance to ensure your system runs smoothly and meets your business objectives.

Here are some of the key technologies we use to transform your service request management:

• AI-Powered Self-Service Portal: Empower your employees to find answers and solutions on their own, reducing the burden on your IT team and boosting productivity.

• Automation and Approval Workflows: Streamline processes and eliminate manual work with automated workflows for approvals and tasks.

• Low-Code/No-Code Platform: Quickly and easily customize your system to fit your unique business needs without requiring extensive coding knowledge.

• Analytics on Service Requests: Gain valuable insights into your service requests with powerful analytics, helping you identify trends, optimize performance, and make data-driven decisions.

Get expert help with your service request management today. Contact us at inquiries@serviceitplus.com to book a no-cost, no-obligation IT consultation. Together, we’ll develop an ITSM strategy that delivers resilience, efficiency, and trust, designed to grow with your business.