Request Management

A process to centralize and manage all your requests efficiently.

Workflow Steps

Step 1 - Submit Request via Service Portal

An employee submits a request through a central self-service portal, selecting a category and filling out a dynamic form.

Step 2 - Automated Triage & Assignment

Based on the category, the new request ticket is automatically routed to the correct team and assigned to a team member based on workload or specialty.

Step 3 - Work in Progress & Communication

The assigned team member works on fulfilling the request. All communication with the requester is logged in the ticket, providing a single source of truth.

Step 4 - Resolution & Knowledge Base Contribution

The request is fulfilled, and the ticket is closed. The resolution can be used to create or update a knowledge base article to help others self-solve in the future.

The Purpose of Request Management

This is a general-purpose workflow for managing any type of internal request. It provides a single, centralized portal for employees to submit requests, and a dashboard for service teams (like IT, HR, or Facilities) to track, manage, and fulfill those requests. It improves efficiency, provides visibility into the workload and performance of service departments, and ensures a consistent and positive service experience for all employees.