Request fulfillment has a very high impact on user satisfaction. Requests that are managed poorly, dropped, or not addressed on a timely basis will project a poor image of the ITOperations, and its ability to get things done.
To facilitate effective communication with users, requests need to follow a predefined standard fulfillment procedure. A documented model of approval time frames for each of the services being requested should be made available to users. Thus, information about what request time frames are available will be easily accessible, so that all parties are absolutely clear on the scope. This implies that available service requests are published to users as part of the service request communication or service catalog. This information should be easily accessed, since it is the first source of information for users seeking access to service on timely basis.
Agreements or understanding with testers' time frames should be in place regarding standardized time frames for services available to users. This assumes establishing self-help front-end capabilities that allow the users to interface successfully with the request fulfillment process. These tools may provide an efficient front-end interface to the users. It is essential that these are integrated with the back-end fulfillment process and tools, often managed through incident or change management.
As requests must be fulfilled in an efficient and timely manner that is aligned to agreed service level expectations for each type of requests, the percentage of service requests dropped due to improper time frame synchronization should be tracked. Requests may be further categorized by authorization time frames and functional areas called to perform the testing.
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