The Challenge
Why IT Requests Get Stuck
Requests arrive in many forms, approvals wait in inboxes and nobody can see where things stand.
Is This Relevant?
Is This Use Case Relevant to Your Organization?
The people, moments and signals that usually bring this need to the surface.
Relevant Teams
- Service desk
- IT service managers
- Managers who approve requests
Common Triggers
- Complaints about slow requests
- ITSM platform rollout
- Audit findings on approvals
Warning Signs
- Requests by email with missing information
- Approvals chased by phone
- No service catalog
Typical Environments
- Service desks, IT operations and multiple sites
- ITSM platforms and connected systems
Benefits
What Better Looks Like
Intended benefits. Actual results depend on your environment and starting point.
Our Approach
A Practical Approach
Standardize first, then automate. Each stage is tailored to your environment.
Assess
Review current processes, tickets, tools and service levels.
Prioritize
Rank what you find by business impact, effort and risk, and agree where to start.
Design
Agree the service catalog, processes and automation priorities.
Implement
Configure the ITSM platform, workflows and automation.
Validate and Optimize
Test processes with support teams and users.
Solutions
Solutions That Can Help
The solutions that address this use case, starting with the primary one.
Services
How Signisys Can Support You
The services that deliver the approach, from the first assessment to ongoing improvement.
Technology
Technology Options
Where technology fits in the approach. Specific platforms and partner status are confirmed for each engagement.
Before You Start
What to Consider Before Getting Started
A little preparation makes the first assessment faster and its findings more reliable.
- Most common request types
- Approval rules and delegates
- Systems that fulfill requests
- Service levels
- Who will own the work and act on recommendations
- Engagement model and ongoing support
Measuring Success
How to Measure Success
Illustrative measures. Agree a baseline first, and keep targets separate from measured results.
Request Fulfillment Time
Time from request to completion.
Approval Time
Time requests wait for approval.
Automated Requests
Requests fulfilled automatically.
Requester Satisfaction
How users rate the process.
Our Approach
How We Deliver Results
How Signisys works, from the first assessment to handover and beyond.
FAQs
Frequently Asked Questions
Common questions about this use case.
Which requests should go into the catalog first?
The most frequent ones, such as access, software and equipment, give the quickest improvement.
Will structured requests frustrate users?
Well-designed forms ask only what is needed and save back-and-forth, so requests finish sooner.
What information is needed to get started?
Your common request types, current approval steps, ITSM platform and fulfillment teams.
Which environments does this apply to?
Service desks and IT operations across one or more sites, on common ITSM platforms.
How is progress measured?
Agree a baseline for measures such as request fulfillment time, approval time, automated requests and requester satisfaction, then track them over time.
Related Content
Related Outcomes, Use Cases and Guides
Where to go next: the outcome this use case supports, nearby scenarios, technology partners and practical guides.
Business Outcome
Improve IT Reliability and Business Continuity
Use Case
Automate Routine IT Operations
Problem Explainer
What Causes Slow IT Requests and Approvals? Common Problems and Warning Signs
Coming soon
How-To Guide
How to Automate IT Service Requests and Approval Workflows: A Practical Step-by-Step Guide
Coming soon
Checklist
Automate IT Service Requests and Approval Workflows Checklist: What IT Teams Should Assess
Coming soon
Decision Guide
How to Choose the Right Approach to Automate IT Service Requests and Approval Workflows: Options and Trade-Offs
Coming soon
Speed Up IT Requests
Share your current challenges and priorities with Signisys to explore an approach suited to your environment.