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MSP-04a » Request Fulfillment (MACD)
Service Blueprint Bricks » Managed Services Series
Process Details
A client's technology environment is constantly changing. Employees come and go, new applications are deployed, IT access requirements change. Through Service Requests for Moves, Adds, Changes, and Deletes (MACDs), clients communicate the IT changes required to keep their business running smoothly. Efficient resolution of these requests ensures that IT support is there when and where the client's users need it.
MSP Module 04a, Request Fulfillment, provides a consistent workflow for addressing the clients' requests for MACD changes. The focus is on accurately resolving the request in accordance within agreed-upon service levels and verifying the resolution to avoid reopened tickets. This module includes procedures for handling both remote and on-site resolution of service requests, as well as the provisioning of product, when required.
This module consists of the Module Overview Diagram plus 5 pages of detailed process maps personalized for your company.
- Greater client satisfaction through accurate and timely resolution
- Integrated remote and on-site effort, when required
- Less rework due to fewer reopened tickets
The goals of this process are to:
- Fulfill client requests for access to IT services or changes to the IT environment correctly and in a timely manner
- Expedite the fulfillment of Standard Service Requests
- Fulfill Service Requests in compliance with established Service Levels