Critical Success Factors

Request Fulfilment depends on the following Critical Success Factors:

• Agreement of what services will be standardized and who is authorized to request them. The cost of these services must also be agreed. This may be done as part of the SLM process. Any variances of the services must also be defined.
• Publication of the services to users as part of the Service Catalogue. It is important that this part of the Service Catalogue must be easily accessed, perhaps on the Intranet, and should be recognized as the first source of information for users seeking access to a service.
• Definition of a standard fulfilment procedure for each of the services being requested. This includes all procurement policies and the ability to generate purchase orders and work orders
• A single point of contact which can be used to request the service. This is often provided by the Service Desk or through an Intranet request, but could be through an automated request directly into the Request Fulfilment or procurement system.
• Self-service tools needed to provide a front-end interface to the users. It is essential that these integrate with the back-end fulfilment tools, often managed through Incident or Change Management.

Risks

Risks that may be encountered with Request Fulfilment include:

• Poorly defined scope, where people are unclear about exactly what the process is expected to handle
• Poorly designed or implemented user interfaces so that users have difficulty raising the requests that they need
• Badly designed or operated back-end fulfilment processes that are incapable of dealing with the volume or nature of the requests being made
• Inadequate monitoring capabilities so that accurate metrics cannot be gathered.

Date: 2014-12-29; view: 932