Set up a self-service IT request portal with an intuitive “shopping” experience. The web-based Service Request Center capability enables users to discover and request IT services, submit incidents, and review knowledge base articles. An enterprise service catalog enables services to be composed, organized, and published into convenient categories. Visual dashboards and robust report generation capabilities provide complete visibility across the service delivery process.
Most IT service management (ITSM) solutions fail to promote the full scope of IT capabilities. Showcase your organization’s services in a visually appealing online catalog in Service Request Center.
A starter pack of pre-built service requests makes for a professional looking and functional service catalog as soon as you deploy the solution. These pre-built requests (new hire, phone set up, network access, badge access, etc.) include both the submission forms and the workflows required to fulfill the requests.
Service Request Center also lets you easily define and organize your own custom services within a service catalog to aid discovery. You can even limit the publication of these services to select groups—ensuring that each user only sees those services they are authorized to order.
Create an information repository that users and IT staff alike can use to resolve issues. Service Request Center includes a knowledge base that automatically searches for relevant topics as users submit incidents and requests. To simplify the search, it begins offering relevant suggestions as soon as the user begins typing—and as a result, reduces IT call volumes and duplicate entries.
Incident and problem resolutions can be posted as articles in the knowledge base, and IT change requests can be posted as announcements to the request center once their implementation dates are scheduled.
Expedite user request fulfillment with an ITIL v3 request fulfillment process that enables you to manage service requests separately from incidents. The process can be easily customized to meet your priorities. Users can track progress at any time, which increases user satisfaction and lessens IT demand.
SRC now includes a new theme with updated, modern styling.
Mobile support for Service Support Manager (SSM) process apps is now enabled by default.
You can now attach files to Knowledge Center articles that end users can view.
SSM now uses modern forms, which offer advanced features like responsive forms for different screen sizes, easier navigation to required fields, and quicker access to expanding sections.
The Change Management process app can be configured to work with RLC 6.2 to automatically add changes to a release package.
