Intelligent Self-Service Systems

Over the years I have worked in many industry sectors and like all companies the need to request services more intuitive. Archibus Self-Service with questionnaires provides the capability to drive support/service requests through the system to the relevant teams so the request can be actioned quickly especially in the unprecedented times.


Service Desk: Application Overview


As more and more companies are turning to outsourced partners for everything from IT services to facilities maintenance, they are running their operations like businesses in which they engage in contracts with their internal customers for levels of support.


The ARCHIBUS Service Desk application provides a web-based application for managing all steps of a service request -- from entering the request, to track the request, to report on the handling of the request.

 

The Service Desk application uses maintenance Service Level Agreements (SLAs) to automate the routing and handling of the help requests.


The Service Desk application complements the On-Demand Work application and can act as the front-end for the On-Demand Work application. It captures the requests from associates and transfers the requests into one or multiple work requests. See Comparing Service Desk and On-Demand Work.


Workflow



Service Request Workflow

 

When you run the following tasks, the system manages your request using service requests, these are user-definable some examples are listed below:


· Space Planning & Management / Personnel & Occupancy / Client / Request Individual Move
· Space Planning & Management / Personnel & Occupancy / Client / Request Group Move
· Space Planning & Management / Space Inventory & Performance / Department Manager / Request Space

 

How the system processes your request depends upon the Service Level Agreement (SLA) governing the request type. An SLA is defined by a facility manager or service desk manager and determines such factors as whether a request needs to be routed for approval, or if email notifications must be issued.


Service Level Agreement (SLA)

 

A service level agreement defines the lifecycle and workflow for addressing a work request or service request entered by an employee.

An SLA defines rules for such information as:


· the service provider (external vendor or employee) to complete the task
· the service window for completing and responding to the task
· the priority of addressing this task
· procedures for approving the service request
· procedures for notifying various staff, including the requestor, on the status of the request
· option to allow the requestor to verify and comment on completed work
· generation of a work request to handle the requested service

 

The service desk manager can create multiple SLAs for the same request type, allowing parameters such as the requester, location, division, and equipment to dictate different priority levels, approval procedures, and response times.


Create a Service Level Agreement


The Service Desk Manager and the Service Contract Manager define and review service level agreements (SLAs).


From the Process Navigator, select the Service Desk Manager / Manage Service Level Agreements task to access a wizard for creating or editing an SLA.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


1. The basic process to create an SLA or edit an existing SLA.

2. Set the basic parameters of the SLA.












3. Set priority levels for the SLA. In the SLA, the service desk manager can define specify up to five priority levels and define different workflows for each priority level. (PM SLAs have only one priority level.)


If the service desk manager has defined priority levels in the governing SLA, a requestor may have the option of entering the priority of their service request. For example, the requestor can specify that the request is urgent. In this case, the system enables the workflow for the Urgent priority level.                                        

 

4. Set response procedures for the SLA.

 

 

5. Set On-Demand Work parameters (only for requests whose type is SERVICE DESK-MAINTENANCE).

 

 

6. Set optional workflow steps:

· Include an Edit and Approve step for service requests with a Requested status.

· Include approvals for a service request status. · Include notifications for a service request status.

· Include the option to accept or decline to work on a service request

· Include a satisfaction survey for completed service requests.

· Include a verification for completed service requests.


As with defining any SLA, you can set up approvals and notifications as you see fit for your site. For example, you may want to automatically notify a requestor when a move request has been approved or set up approvals at multiple stages of the move order or departmental space request workflow process. To establish approvals and notifications, you work with the Optional Workflow Steps of the Response Parameters tab of the Manage Service Level Agreements task. Multiple steps, approvals, notifications, surveys, and verifications are fully user-configurable

 


7. Change the default ordering of the SLA (optional).

 

 

An Example of Service Providers for Move Requests


When defining a service provider for a move SLA, you can:
· direct that move orders created in Space be routed to Move Management for processing (if you have a license for the Enterprise Move Management application)
· process the move request entirely within Space Management

 

 


In this case, after a move request is approved, the system transfers it to the Enterprise Move Management application for processing. With this option, you can take advantage of the Enterprise Move Management features for tracking move costs, experimenting with different move scenarios, managing the voice network and data network aspects of a move, and so on.


Internal Service Provider


If you do not want Move Management to process the request, complete the Assign to Internal Service Provider option with an internal user. With this option, the workflow occurs entirely within the Space Planning & Management applications.
Typically, you will want this person to have access to the Space Manager features. Move orders will then be directed to this user for approval. The Space Manager's approval is the only required workflow step; you do not need to issue or complete the move order.


Note: If the SLA assigns the move or department space request to an internal service provider, and the department manager submits a request of this type and does not specify the specific move assignments or space to be claimed or released, the service request is routed to a space manager so that space can be specified. These service requests appear in the Issue/Complete Service


Requests tasks, so that the space manager can select the space before issuing the request. See Issuing and Completing Service Requests.


Summary
The following table compares the Service Provider options, as well as generating a move order directly in Move Management.

 

 

 

If you would like to learn more, please contact us! Call us on 0118 977 8560 or alternatively email us at news@mass-plc.com

 

Martin Matt

 

 



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