Critical Organizational Success Factors & Practical Guidance For Service Request Management

A fundamental and necessary capability for any service organization is the ability to publish, automate and track standard user-focused service requests and workflows. But why is this seemingly basic capability so challenging to achieve since most organizations have the necessary tools to support the ability to publish a service portal and to track requests from submission to completion?

The answer to this challenge is the reality that most organizations lack the fundamental building blocks of knowledge and service ownership roles and process mapping skills necessary to achieve their goals for service automation.

In this practical session, Troy DuMoulin, VP of R&D at Pink Elephant and Doron Youngerwood, Director of Product Marketing at SysAid will explore the following necessary building blocks to achieve the ultimate goal of automated service orchestration:

• How to consistently define services, products, and service offerings (ITIL 4’s new guidance)
• Who is responsible to do this work (the critical role of the service/product owner)
• How to apply lean value stream mapping to optimize request workflows (applying lean practices)
• Full ticket lifecycle management (understanding and mapping the customer experience)
• Service portals (an integrated view of many processes)