Streamlines the process, reduces manual errors, improves the speed of delivery of services, enhances product, service, & answer request processes with ServiceNow Request Management.
ServiceNow Request Management
ServiceNow Request Management is a component of the ServiceNow platform that provides organizations with a centralized and automated system for managing several types of requests from employees, customers, or other stakeholders. This system helps organizations to streamline their request management processes, improve efficiency and productivity, and ensure consistent and standardized delivery of services. It offers a range of features, including self-service portals, request tracking, automated workflows, and service catalogs.
ServiceNow Request Management Key Features
Service Catalog
The Service Catalog is a centralized repository of services, products, and information to be requested by employees, customers, or other stakeholders. The catalog is fully customizable and can be configured to meet the specific needs of an organization.
Request Fulfillment
Request Management provides a comprehensive request fulfillment process. It includes the ability to track, manage, and approve requests. The platform enables organizations to manage and prioritize requests, assign tasks to specific individuals or teams, and track the status of requests.
Workflow Management
You can get automated workflows for managing the request fulfillment process with ServiceNow Request Management. Organizations can customize workflows to meet the specific needs of the organization. Also, it can include approval processes, notification and escalation procedures, and task assignments.
Reporting and Analytics
ServiceNow Request Management boosts reporting and analytics capabilities that enable organizations to track and analyze request trends, performance, and outcomes. The platform provides detailed reports on request volume, completion times, and types. Also, it boosts the ability to generate custom reports based on specific criteria.
Self-service Portals
You can get self-service portals for employees, customers, or other stakeholders with ServiceNow Request Management. It helps them to request services, products, or information, track the status of requests, and receive updates. The portals are user-friendly and easy to use and can be customized to meet the specific needs of an organization.
Mobile Access
ServiceNow Request Management allows employees, customers, or other stakeholders mobile access to the platform. It can be helpful to access the service catalog and request services, products, or information from their mobile devices.
Integration with Other ServiceNow Modules
ServiceNow Request Management can be integrated with other ServiceNow modules, such as Incident Management, Problem Management, and Change Management. It provides a comprehensive service management solution.
Security and Access Control
ServiceNow Request Management provides robust security and access control features. It ensures that sensitive data is protected and that only authorized individuals can access the platform.
Benefits of Servicenow Request Management
Improved Efficiency
ServiceNow Request Management provides a centralized platform for managing requests, enabling organizations to streamline and automate their request management processes. This results in improved efficiency and faster request completion times, reducing the time and resources required to manage them.
Increased Visibility
ServiceNow Request Management provides real-time visibility into the status of requests and tasks. It enables organizations to track the progress of requests and ensure that they are being completed on time. This increased visibility also helps organizations to identify potential bottlenecks in their request management processes and make improvements.
Enhanced Collaboration
ServiceNow Request Management provides a platform for collaboration between individuals and teams involved in the request management process. The platform enables individuals to share information, collaborate on tasks, and communicate effectively. It results in improved teamwork and increased productivity.
Increased Customer Satisfaction
ServiceNow Request Management provides self-service portals for employees, customers, or other stakeholders to request services, products, or information, track the status of requests, and receive updates on their requests. This improved customer experience results in increased customer satisfaction and helps organizations to build stronger relationships with their stakeholders.
Better Data Management
ServiceNow Request Management provides a centralized repository of request data. It enables organizations to manage and access their requested information efficiently. The platform also delivers robust reporting and analytics capabilities, facilitating organizations to track and analyze request trends, performance, and outcomes.
Improved Resource Utilization
Request Management provides the ability to manage and prioritize requests, assign tasks to specific individuals or teams, and track their status. This improved resource utilization helps organizations to allocate their resources more effectively and maximize the impact of their request management processes.
Scalability
ServiceNow Request Management is a highly scalable platform you can adapt to meet the specific needs of any organization. You can configure this platform to accommodate the growing demand for services, products, or information. It enables organizations to expand their request management processes as their business grows.
ServiceNow Request Management KPIs
Request Resolution Time
Time taken from when a request is raised to resolved
First Contact Resolution (FCR)
Request percentage resolved at the first point of contact with the support team.
Request Volume
The number of requests received within a specified period of time
Request Backlog
The number of requests that are currently pending resolution
Service Level Agreement (SLA) Compliance
Request percentage resolved within the agreed SLA timeframe.
Request Satisfaction
Level of customer satisfaction with their request resolution
Cost Per Request
Cost of handling each request, including labor and technology costs.
Agent Productivity
Request number handled by each agent within a specified time period.
Request Abandonment Rate
Request percentage abandoned by customers before resolved
Request Escalation Rate
Request percentage escalated to a higher level of support.
ServiceNow Request Management Implementation Process
Implementing ServiceNow Request Management involves several steps. The following is a high-level overview of the process for implementing ServiceNow Request Management:
Planning
The first step in implementing ServiceNow Request Management is to plan your implementation. It includes defining your requirements, business processes, and which areas of your organization will use the platform.
Design
The second step in implementing ServiceNow Request Management is to design your implementation. It includes defining the structure of your Service Catalog, determining the types of requests to be submitted, and defining the workflows used to manage requests.
Configuration
The third step in ServiceNow Request Management implementation is configuring the platform. It includes setting up the Service Catalog, defining request types, and configuring workflows, approvals, and notifications.
Testing
The fourth step in implementing ServiceNow Request Management is to test the platform. It includes testing your Service Catalog, request types, and workflows to ensure that they are working as expected and that all requirements have been met.
Deployment
The final step in implementation is to deploy the platform to your production environment. It includes setting up the self-service portals, enabling access for employees, customers, or other stakeholders, and training users on how to use the platform.
Maintenance
Ongoing maintenance is a critical aspect of ServiceNow Request Management. It includes updating the platform with new releases and patches and updating Service Catalog items and workflows as needed. Also, it needs to monitor to ensure that it is functioning as expected.
ServiceNow Request Management Process
Service Catalog
The first step in the ServiceNow Request Management process is to create a Service Catalog. The catalog is a centralized repository of services, products, and the information requested by employees, customers, or other stakeholders. It is fully customizable and configurable to meet the specific needs of an organization.
Request Submission
The second step is the submission of a request. You can submit it through self-service portals, mobile devices, or by contacting a customer service representative. It can be for services, products, or information and is typically associated with a specific service catalog item.
Request Fulfillment
Once a request has been submitted, the request fulfillment process begins. ServiceNow Request Management provides a comprehensive request fulfillment process that includes the ability to track, manage, and approve requests. The platform enables organizations to manage and prioritize requests, assign tasks to specific individuals or teams, and track the status of requests.
Workflow Management
ServiceNow Request Management provides automated workflows for managing the request fulfillment process. Workflows can be customized to meet the specific needs of an organization and can include approval processes, notification and escalation procedures, and task assignments.
Task Completion
Once tasks have been assigned as part of the request fulfillment process, individuals or teams can begin working on completing the tasks. ServiceNow Request Management provides real-time updates on the status of requests and tasks. So, everyone involved in the process is aware of the progress made.
Request Approval
The request approval process begins once all associated tasks are complete. Approvals can be automated or manual and involve one or more individuals or teams. ServiceNow Request Management provides a comprehensive approval process that includes the ability to approve or reject requests and track the status of approvals.
Request Completion
It is considered complete after the approval of all the requests. ServiceNow Request Management provides detailed information on the completion of requests, including the time to complete, involvement in the process, and any associated costs.
Reporting and Analytics
You can get reporting and analytics capabilities that enable organizations to track and analyze request trends, performance, and outcomes. The platform provides detailed reports on request volume, completion times, and types. Also, you can get the ability to generate custom reports based on specific criteria.
How Can Aelum Consulting help with ServiceNow request management?
Aelum Consulting can help organizations with ServiceNow Request Management by providing a range of services, including:
Implementation
We can help organizations to implement ServiceNow Request Management, providing guidance and support throughout the implementation process. It includes planning, design, configuration, testing, and deployment.
Customization
We can help organizations to customize ServiceNow Request Management to meet their specific needs. It includes customizing the Service Catalog, request types, workflows, and self-service portals.
Integration
We can help organizations to integrate ServiceNow Request Management with other systems and platforms. It includes HR systems, ERP systems, and customer relationship management (CRM) systems.
Training
We can provide training and support to help organizations to use ServiceNow Request Management effectively. It includes training on how to use the platform, as well as training on best practices for request management.
Optimization
We can help organizations to optimize their ServiceNow Request Management processes. It includes improving efficiency, reducing wait times, and improving customer satisfaction.
Maintenance
We can provide ongoing maintenance and support for ServiceNow Request Management. It ensures that the platform is functioning as expected and that users receive the full benefits of the platform.
Use Cases of ServiceNow Request Management
ServiceNow Request Management is a versatile solution that can be used for a variety of use cases in different industries. Here are some of the common use cases of ServiceNow Request Management:
IT Service Management
ServiceNow Request Management can be used to manage IT service requests. For example, requests for software upgrades, hardware installations, and network configurations.
HR Services
ServiceNow Request Management can be used to manage HR service requests. For example, requests for employee onboarding, benefits enrollment, and time off requests.
Facilities Management
ServiceNow Request Management can be used to manage facilities management requests. For example, requests for maintenance, repairs, and equipment installations.
Customer Service
ServiceNow Request Management can be used to manage customer service requests. For example, requests for product returns, warranty claims, and support requests.
Procurement
ServiceNow Request Management can be used to manage procurement requests. For example, requests for products and services, vendor selection, and contract management.
Compliance Management
ServiceNow Request Management can be used to manage compliance management requests. For example, requests for certifications, audits, and regulatory reporting.
Project Management
ServiceNow Request Management can be used to manage project management requests. For example, requests for project initiation, resource allocation, and status updates.
Knowledge Management
ServiceNow Request Management can be used to manage knowledge management requests. For example, requests for information, training, and support.
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Frequently Asked Questions
ServiceNow IRM includes a variety of modules, including Risk Management, Compliance Management, Vendor Risk Management, Audit Management, Business Continuity Management, IT Risk Management, and Operational Risk Management.
ServiceNow IRM helps organizations manage compliance by providing a centralized platform for tracking compliance requirements, monitoring compliance activities, and identifying areas of non-compliance. It also helps organizations manage compliance risks more effectively.