Service request management is a critical component of IT service management (ITSM) that enables the efficient handling of employee-initiated requests.  

Ivanti research shows that 56% of IT professionals have seen an increase in service requests, while one in three professionals knows someone who has resigned due to feeling burned out, according to Ivanti’s 2024 Everywhere Work Report. 

Implementing request management best practices doesn't just help organizations enhance their service request experiences, but also helps them streamline internal processes and ensure fulfillment services will not get overwhelmed.  

What is service request management? 

Service requests can range from ordering a new computer to accessing internal software to something as simple as a password reset. Without a formal system in place, handling these requests is like navigating a maze littered with lost requests, frustrated employees and overwhelmed IT teams. Service request management brings order to service delivery. 

Service request management helps organizations manage and fulfill service requests by providing a single point of contact for employees to request services. This process is designed to be straightforward and provide a consistent, user-friendly experience. Service request management helps IT and internal departments manage and resolve service requests effectively, while ensuring that employees are kept informed about the status of their requests and that their expectations are met. 

By implementing service request management, organizations can transform their service delivery, ensuring that employees and the IT team can work together for greater operational efficiency in a culture of collaboration. 

Best practices for front-end design 

At the heart of effective service request management is achieving best-in-class employee experience. To do this, organizations should prioritize creating a robust and user-friendly self-service portal. This will be the primary touchpoint for employees seeking help and should simplify the service request process. 

Employees expect the same convenience as when shopping online. The self-service portal should mirror a consumer-friendly experience as a single point of access to easily request services, find information and track request status. 

For example, online stores often place top-selling items front and center. Organizations can mimic this by making common service requests the most accessible. With easy access to essential services, employees reduce their dependence on others – and organizations can enhance the employee experience through quick issue resolution. Employees are empowered – and more productive. 

Forward-thinking organizations should also offer self-service resources that let employees solve problems on their own. In fact, 49% of employees believe more self-service information makes them more productive, our 2024 Everywhere Work Report found. These resources might include detailed knowledge bases, step-by-step guides and troubleshooting articles. By giving employees the tools to fulfill requests on their own, organizations can reduce requests to the service desk and build a culture of self-sufficiency and problem-solving.  

Best practices for seamless admin experience 

To deliver an exceptional back-end experience in service request management, several best practices can be implemented.  

First, centralize all service requests into a single system. This ensures all requests are visible and accessible to authorized personnel so admins don’t need to search multiple channels or systems.  

Next, channel the power of automation to create clear workflows. This minimizes manual efforts and lets admins focus on more complex and strategic responsibilities. 

Establishing a clear and well-defined approval process is also important. Prevent bottlenecks and ensure timely decision-making without compromising on necessary approvals. Streamlining the approval workflow enables faster request fulfillment and avoids unnecessary delays in resolution. 

To further augment the back-end experience, admins can leverage analytics and reporting tools to monitor and analyze request trends, identify areas for improvement and make data-driven decisions. Admins can continually refine and optimize service request management to keep it aligned with organizational goals and user expectations. 

Regularly reviewing and updating service request management policies, procedures and documentation is essential to maintaining a high-performing system. This ongoing evaluation allows for the incorporation of best practices, industry trends and lessons learned. By keeping documentation updated and readily accessible, admins can efficiently provide guidance and support to users, ensuring consistent and effective service delivery.  

Lastly, fostering a collaborative environment in which admins, requesters and other stakeholders can actively engage and provide feedback is crucial to the continuous improvement of service request management. By fostering effective communication channels, admins can gather valuable insights, address concerns and proactively address challenges. This elevates user satisfaction and overall service excellence. 

As requests become more complex, the request workflow might have to cross over into an external system for fulfillment. An example would be ordering a computer and having to go to the procurement system to order this new computer from the supplier. Robust bidirectional integration lets you automate the entire process, regardless of the system and process.  

Extend service request management outside IT 

By adopting best practices in service request management, the benefits can extend well beyond the IT department. Departments such as HR, facilities management and marketing can also improve their operations.  

Automation continues to be the key to reducing manual work and boosting productivity. HR can automate leave requests and onboarding, while facilities management can automate work orders and asset tracking. This gives all employees more time to focus on strategic work. 

By implementing a well-defined approval process, requests are efficiently channeled to the right people, ensuring timely signoffs. HR can streamline expense reimbursements and vacation requests. Facilities can expedite maintenance and renovation approvals. Proper workflows take this a step further by defining the sequence of tasks and automating transitions among them. This helps departments create clear procedures, improve accountability and optimize resource allocation. 

Proper service request management boosts the entire organization’s productivity and efficiency. A streamlined portal prevents employees from wasting time searching for the right service requests, while automated workflows optimize resource allocation for admins. This not only increases service availability but also provides more opportunities for organizations to scale and innovate – paving the way for growth. 

 Additionally, meticulous documentation and approval processes strengthen compliance and risk management. By adopting these practices, organizations can improve IT efficiency and boost productivity for IT staff and end users – ensuring a greater experience for all employees.