Service request management

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Increase self-service productivity
Better service and user experience
Unified request center for all departments

A compelling experience for service requests

Provide end-users a consumer-like experience via the service catalog. End-users can submit a request by searching for the desired service or navigating through service catalogs via the web or mobile application.

Role-based service configuration seamlessly ensures end-users automatically receive services without delay for approvals.

Efficient and flexible shopping cart experience

The “My Cart” feature enables end-users to add service requests to their cart and submit all requests at one time. They can also add products and services to their cart and request them later. This improves the overall experience and eliminates the need to browse service catalogs multiple times.

Quick and easy service request approvals

If a user submits a service request that needs authorizations from multiple people/groups, such as managers, service owners, business heads, cost center managers, etc., the software automates approvals in order. The software releases service requests for action only after all required approvals are complete and stores all approval details. Approvers can review requested services and business impact in a single place for quick decisions. Approvers can see previous approvals for additional clarifications before proceeding.

This workflow tracking functionality frees users from the burden of chasing approvals and creates centrally available reference and auditing records.

Automated zero-touch request fulfillment

Approved requests are automatically pre-loaded with the appropriate category, classification, SLA, and more. Technicians can efficiently focus on fulfilling requests quickly without distraction.

Administrators can design service requests to fulfill requests automatically once all approvals are in place. This can be integrated seamlessly with the Orchestration Module to extend automation capabilities to any business request.

Automated work orders improve collaboration across teams

Automatic work orders allow service owners to define all business teams involved a specific business request. This enables work orders to be created automatically, once all approvals by all defined business teams are in place.

Work orders are defined via process lifecycle to track the overall progress of the task. All tagged work orders for a given service request are visible from a single view. A service request can only be resolved if all the attached work orders are closed by respective teams. Work orders can be defined via operational level agreements (OLA) to fulfill the requests in a time-bound manner.

SymphonyAI Summit service management modules