The service desk is often overloaded with end-user requests that limit the ability of IT to focus on critical incidents and restore critical services for the business. Many such processes are for standard services that don’t directly support critical infrastructure services such as on-board employee, order laptop, and reset password. In addition, many back-office fulfillment processes for these service requests are manual, resulting in limited ability to understand or report on the approval process or the cost of delivery for the service. This often results in delayed service resolution and a reduction in the perceived value of IT from the end user’s point of view.

Service Request Management (SRM) is now an official process as defined by ITIL Version 3, and with CTI’s 14-plus years of experience implementing Service Management solutions and our ITIL trained consultants, we can help you design and implement the most cost-efficient solution for your business.