MSP-04a » Request Fulfillment (MACD)

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

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.

Benefits
Components
  • Greater client satisfaction through accurate and timely resolution
  • Integrated remote and on-site effort, when required
  • Less rework due to fewer reopened tickets

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

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

At the onset of this process:

  • Standard Service Request Catalog is reviewed and agreed to during client onboarding
  • Service Request is assigned to an engineer / team based on the request type
  • Client Svc Rep has conducted a handoff for high-priority Service Requests
  • Client approvals have been obtained to complete the Service Request (if required)
  • Statement of work has been prepared for non-standard Service Requests
  • Client expectations for response have been set

Upon completion of this process:

  • Service Request has been cancelled due to a product issue (or)
  • Service Request has been completed
  • Verification has been attempted with the client
  • Service ticket notes and status have been updated and time entered

This process module includes these sub-processes:

  • 04a.01 Triaging the Request
  • 04a.02 Product Fulfillment
  • 04a.03 Remote Request Fulfillment ("Soft" MACD)
  • 04a.04 On-site Request Fulfillment ("Hard" MACD)
  • 04a.05 Verification of Service Request Completion

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • First Contact Resolution Rate
  • Average Time Logged on Service Tickets (by type)
  • Service Ticket Reopen Rate
  • Service Ticket Resolution SLA Compliance
  • Service Ticket Resolution Time
  • Service Ticket Response SLA Compliance
  • Service Ticket Response Time

Process Overview Diagram