Record Requests

“The Request Fulfillment process manages Service Requests for information or advice, or for a Standard Change or for Access to an IT Service. These Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.”

LiveTime ensures Service Desk staff can easily record, monitor, escalate, dispatch and fulfill customer requests, in line with ITIL 3 Request Fulfillment process requirements. The tightly integrated nature of LiveTime Service Manager, ensures organizations can record customer service requests via the customer portal and email. Should a request action result in the need for an Incident or Change Request to be logged, this is easily achieved by the technician within the Service Request record.

Full Visibility

Customer communication and request updates are vital to the success of Service Desk, and with LiveTime’s full visibility across Processes, support technicians can provide meaningful reports to customers regarding Service Requests and any associated RFC or Incidents.

Planned Process

The handling of Service Requests is something that can and should be planned. Using LiveTime’s fully configurable workflows and easily customizable Service Request information screen, support staff can readily identify a Request as a simple request for information or a low-risk change request, and route it through the appropriate workflow.

Meaningful Metrics

LiveTime Service Manager allows organizations who could potentially be overwhelmed by Service Requests which require varied and specialized skills, to better record and manage the frequently recurring, generally low-risk issues with workflows that fit the request requirements. Such capability ensures audit trails and Management Reports reflect the true nature of all calls logged with the Service Desk.