System Guides

IT Service Request Management is an essential feature within CIMSNex, facilitating the streamlined handling and fulfillment of diverse requests pertaining to IT services and support. Acting as a centralized system, it captures, tracks, and manages user requests, ensuring prompt resolution and maximizing customer satisfaction. By implementing efficient Service Request Management, organizations can optimize their IT operations, elevate service delivery standards, and significantly enhance the overall user experience.

Logging a Service Request:

1. SR ID: This field represents the unique identification number assigned to the service request for tracking and reference purposes.

2. Request Date: This field captures the date when the service request was initiated or submitted.

3. Time (24Hr): This field allows the requester to specify the exact time (in 24-hour format) when the service request was made.

4. Customer Organisation: This field indicates the organization or company name of the customer who made the service request.

5. Requestor: This field captures the name or contact details of the person who made the service request.

6. Request Mode: This field represents the method or channel through which the service request was submitted, such as email, phone call, online form, or in-person.

7. IT Service: This field allows the requester to specify the particular IT service or area of support they are seeking assistance with.

8. Details: This field provides a space for the requester to provide a detailed description or explanation of the service request, including any relevant information or specific requirements.

9. Priority: This field indicates the priority level assigned to the service request, which helps in determining the urgency or importance of addressing it. It may be categorized as low, medium, high, or other relevant priority levels. 

10. Low Priority:

    • Description: Issues or requests that are not time-sensitive and can be addressed when resources are available.

    • Examples: Non-urgent maintenance tasks, minor enhancements, or non-critical inquiries.

11. Medium Priority:

    • Description: Issues or requests that require attention but are not critical. They should be addressed in a reasonable timeframe.

    • Examples: Standard support requests, moderate system issues, or routine maintenance.

12. High Priority:

    • Description: Critical issues or requests that need attention and resolution promptly. These typically have a significant impact on operations or services.

    • Examples: Service disruptions affecting a department, critical system errors, or urgent support needs. 

Analyzing the Service Request:

1. SR ID: This field represents the unique identifier or reference number assigned to the service request for tracking and identification purposes.

2. Date: This field captures the date when the service request was submitted or created.

3. Service Scope: This field defines the extent or boundaries of the service being requested. It specifies what aspects or components of the service are included or excluded.

4. Service Category: This field categorizes the service request into a specific category or type, such as System Integration

5. Additional Description: This field allows the requester to provide any additional details or information related to the service request that may be relevant for analysis and resolution.

6. Resources and Dependencies: This field identifies any specific resources or dependencies required to fulfill the service request. It may include equipment, software, personnel, or any other resources needed to provide the requested service.

7. Assigned To: This field specifies the person or department responsible for handling or resolving the service request.

8. When: This field captures the preferred or requested date for the service to be delivered or completed. 

 Verifying and Closing the Service Request:

1. Resolution: This field describes the actions taken to address or resolve the service request. It may include troubleshooting steps, solutions implemented, or any other relevant details.

2. Solution: This field provides a summary of the solution or resolution provided to the requester. It may include specific steps, recommendations, or instructions.

3. Verification Status: This field indicates the status of the verification process to ensure that the service request has been successfully resolved or completed.

4. Complete: This option confirms that the verification process has been completed and the service request is considered resolved.

5. Completion Date: This field captures the date when the service request was verified and marked as complete.

6. Completed By: This field specifies the person or department responsible for conducting the verification and confirming the completion of the service request.

7. Comment/Lesson Learned: This field allows for additional comments, feedback, or lessons learned from handling the service request. It can be used to provide insights for future improvements or to share any relevant information.

8. Upload Support Document: This field allows for attaching any supporting documents or files related to the service request, if applicable.