Taking down a request, which is then meted out to IT or human resources to be solved or followed up, is a much more complicated process than it seems initially, especially when requests number in the hundreds across larger companies. When it comes down to implementing a system that can handle this process, working within an already understandable structure is vital.
The usual process for employee service requests follows a convoluted path:
Basically what this breaks down to is multiple sets of emails and phone calls that bog down the process. Even though email is sent instantaneously and a call can only take a few minutes, the fact that it does take several people multiple communiques to solve a single issue slows down efficiency. Multiply that by tenfold or more, and it is amazing how much time can be taken up just getting down information.
Fragmentation is also an issue within service request management. Different departments can have their own process of recording and tracking information, either via paper or specific programs. What is missing is a cohesive and company-wide way to correlate all of these requests quickly and efficiently.
Requests can be easily routed and opened up to multiple workers instantly and simultaneously, streamlining the resolution process and making request information available within the company’s databases. Using the SharePoint architecture allows for faster information gathering, while the primary work gets done.
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