登录查看更多内容

Last updated on 2024年10月4日

What are the best practices for documenting and tracking service requests?

由人工智能和领英社区提供技术支持

As a service desk manager, you know how important it is to document and track service requests effectively. Service requests are the requests from users or customers for standard services or products, such as password resets, software installations, access permissions, or hardware replacements. Documenting and tracking service requests can help you improve customer satisfaction, service quality, efficiency, and compliance. But what are the best practices for doing so? In this article, we will cover six key aspects of service request and fulfillment management: defining service catalog, categorizing and prioritizing requests, using a ticketing system, following a workflow, communicating with stakeholders, and measuring performance.

此文章中的业界达人

由社区从 8 条内容中精选。了解更多

Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
Víctor Rodríguez Machíquez

Especialista en Soporte Técnico ? Ciberseguridad ? Infraestructura ? Gestión de Proyectos ? Innovación ? Coach IT.
Josh Nachman, ITIL, CSSGB

Experienced International IT Support Manager

1 Define service catalog

A service catalog is a list of all the services or products that your service desk offers to users or customers, along with their descriptions, costs, delivery times, and eligibility criteria. A service catalog can help you standardize and streamline your service request and fulfillment process, as well as communicate your service value and expectations to users or customers. You should define your service catalog based on your business needs, customer feedback, and service level agreements (SLAs). You should also update your service catalog regularly to reflect any changes or improvements in your services or products.

添加您的观点

Víctor Rodríguez Machíquez

Especialista en Soporte Técnico ? Ciberseguridad ? Infraestructura ? Gestión de Proyectos ? Innovación ? Coach IT.
举报内容
Tener un catálogo claro es clave para un servicio eficiente y transparente. Enfócate en procesos centrados en el cliente para mejorar tanto la eficiencia como la experiencia del usuario. Utiliza un sistema de ticketing para organizar y rastrear solicitudes, y establece protocolos de comunicación claros para mantener a los usuarios informados. Recoge retroalimentación para mejorar continuamente y capacita al personal en el catálogo y los procesos. Además, monitorea indicadores de rendimiento como tiempos de respuesta y satisfacción del cliente, y automatiza tareas repetitivas cuando sea posible.

已翻译

赞

2 Categorize and prioritize requests

Categorizing and prioritizing requests can help you manage your service request and fulfillment process more efficiently and effectively. Categorizing requests can help you assign them to the right agents or teams, based on their skills, availability, or workload. Prioritizing requests can help you determine the order and urgency of fulfilling them, based on their impact and urgency. You should categorize and prioritize requests according to a clear and consistent criteria, such as request type, service level, customer profile, or business value. You should also review and adjust your categories and priorities as needed, based on your demand and capacity.

添加您的观点

Víctor Rodríguez Machíquez

Especialista en Soporte Técnico ? Ciberseguridad ? Infraestructura ? Gestión de Proyectos ? Innovación ? Coach IT.
举报内容
Además de categorizar y priorizar, es crucial asegurar que cada solicitud tenga una hoja de ruta clara. Usa etiquetas o tags para especificar detalles clave como la naturaleza del problema, la urgencia, y el área de impacto. Implementa una revisión periódica de las solicitudes para ajustar prioridades según cambios en la urgencia o nuevas informaciones. Además, fomenta una comunicación continua con el cliente para mantenerlo informado sobre el progreso. Esto no solo optimiza la gestión, sino que también mejora la satisfacción del cliente al mantenerlo al tanto y reducir su incertidumbre.

已翻译

赞

3 Use a ticketing system

A ticketing system is a software tool that helps you document, track, and manage service requests throughout their lifecycle. A ticketing system can help you capture and record all the details and interactions related to a service request, such as requestor information, request description, status, history, resolution, and feedback. A ticketing system can also help you automate and integrate your service request and fulfillment process, such as by generating tickets, assigning agents, sending notifications, escalating issues, or closing tickets. You should use a ticketing system that suits your service desk size, complexity, and budget, as well as your user or customer preferences and expectations.

添加您的观点

Josh Nachman, ITIL, CSSGB

Experienced International IT Support Manager
举报内容
Additionally, with service requests and their resolutions captured, this information could then serve as both the beginning of a Knowledge Base (KB) and or a Self-Service Portal. The KB would aid onboarding and ensuring quality among the Support Team. As well as reduce Time to Resolve (TTR) and Cost Per Contact (CPC). While the integration of a public facing KB via the Self-Service Portal, enables clients / customers to self-resolve. Which improves Customer Satisfaction.

已翻译

赞

加载更多内容

4 Follow a workflow

A workflow is a sequence of steps or tasks that define how a service request is fulfilled from start to finish. A workflow can help you standardize and optimize your service request and fulfillment process, as well as ensure quality and consistency. A workflow can also help you monitor and control your service request and fulfillment process, as well as identify and resolve any bottlenecks or errors. You should follow a workflow that aligns with your service catalog, SLAs, and best practices. You should also document and update your workflow regularly to reflect any changes or improvements in your process.

添加您的观点

Víctor Rodríguez Machíquez

Especialista en Soporte Técnico ? Ciberseguridad ? Infraestructura ? Gestión de Proyectos ? Innovación ? Coach IT.
举报内容
Además de seguir un flujo de trabajo, es valioso establecer métricas clave para evaluar su efectividad. Por ejemplo, mide el tiempo de resolución de solicitudes, el nivel de satisfacción del cliente y la tasa de re-trabajo. Estas métricas te ayudarán a identificar áreas de mejora y a hacer ajustes informados. También, fomenta una cultura de retroalimentación continua; anima a tu equipo a compartir sus experiencias y sugerencias sobre el flujo de trabajo. La combinación de datos cuantitativos y cualitativos te permitirá refinar el proceso de manera más efectiva y adaptativa.

已翻译

赞

5 Communicate with stakeholders

Communication is a key factor in ensuring customer satisfaction and service quality. Communication can help you inform and engage your users or customers throughout the service request and fulfillment process, as well as collect and address their feedback and concerns. Communication can also help you coordinate and collaborate with your agents or teams, as well as other internal or external parties involved in the process. You should communicate with your stakeholders clearly, timely, and professionally, using the appropriate channels and methods. You should also communicate with your stakeholders proactively, empathetically, and transparently, using the appropriate tone and language.

添加您的观点

Víctor Rodríguez Machíquez

Especialista en Soporte Técnico ? Ciberseguridad ? Infraestructura ? Gestión de Proyectos ? Innovación ? Coach IT.
举报内容
La comunicación efectiva va más allá de ser clara y puntual. Para optimizar la gestión de solicitudes, considera implementar un sistema de notificaciones automáticas que actualice a las partes interesadas en cada etapa del proceso. Además, establece un canal de retroalimentación para que los usuarios puedan expresar sus experiencias y sugerencias de manera fácil y rápida. Esto no solo mejora la transparencia, sino que también fortalece la relación con los clientes al demostrar que sus opiniones son valoradas y que estás comprometido con la mejora continua.

已翻译

赞

6 Measure performance

Measurement is a key factor in improving your service request and fulfillment process. Measurement can help you evaluate and demonstrate your service value and quality, as well as identify and implement any areas of improvement. Measurement can also help you align and motivate your agents or teams, as well as reward and recognize their achievements. You should measure your performance using relevant and reliable metrics, such as request volume, resolution time, first contact resolution, customer satisfaction, or service level compliance. You should also measure your performance regularly and systematically, using the appropriate tools and methods.

添加您的观点

Víctor Rodríguez Machíquez

Especialista en Soporte Técnico ? Ciberseguridad ? Infraestructura ? Gestión de Proyectos ? Innovación ? Coach IT.
举报内容
Más allá de las métricas habituales como el tiempo de resolución y la satisfacción del cliente, considera utilizar indicadores que reflejen la experiencia completa del usuario, como el impacto de las solicitudes en el negocio o la frecuencia de problemas recurrentes. Además, realizar análisis de tendencias puede ayudarte a identificar patrones y anticipar problemas futuros. La clave está en no solo recopilar datos, sino también en usarlos para hacer ajustes proactivos y capacitar a tu equipo en áreas específicas para un desarrollo continuo. Esto no solo mejora la eficiencia, sino que también crea un ambiente de trabajo donde cada miembro del equipo entiende su impacto y se siente valorado.

已翻译

赞

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
举报内容
To effectively document and track service requests, utilize a centralized service desk tool that standardizes request formats and captures detailed information, including priority levels and status updates. Implement clear communication strategies with regular customer updates and feedback mechanisms, and analyze trends through reporting tools to identify improvement areas. Provide ongoing training for your team and develop a knowledge base for self-service options, ensuring compliance with data protection regulations and maintaining an audit trail for accountability. These practices will enhance efficiency, transparency, and customer satisfaction in service delivery.

已翻译

赞

Service Desk Management

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best practices for documenting and tracking service requests?

1

2

3

4

5

6

7

1 Define service catalog

2 Categorize and prioritize requests

3 Use a ticketing system

4 Follow a workflow

5 Communicate with stakeholders

6 Measure performance

7 Here’s what else to consider

Service Desk Management

给文章评分

感谢您的反馈

更多Service Desk Management相关文章

更多相关阅读内容