1.1. Introduction

1.1.1. What is a Request?

A Request is written documentation of an event, which could be an outcome of an Incident or Service Request. The Service Desk is alerted by a Request, and it is processed according to the workflow designed by the organization.

All Requests can be broadly categorized (according to ITIL) into two groups: Incidents and Service Requests:

  1. Incident: It is an unplanned disruption in IT-enabled organizational processes. For example, break down of a network router, server failure, etc.

  2. Service Requests: It is a user request for information or advice, or for a standard change (a pre-approved change that is low risk, relatively common and follows a procedure) or for access to an IT service. A great example of a standard request is a password reset. Requests are usually handled by the Service Desk and do not require an RFC (Request for Change) to be submitted.

1.1.2. What is Request Management?

Motadata Request Management helps organizations to streamline their IT service delivery by standardizing Request (aka tickets) handling processes, eliminating duplication of efforts, ensuring availability of accurate information, and reducing IT operational cost through automation and knowledge base creation.

Our product helps you to track and manage all the tickets coming through your company’s Helpdesk. Some other benefits of using our product are as follows:

  • Our product gives you an efficient pipeline through which Requesters can submit Requests, and Technicians can act upon collaboratively and intelligently.

  • It reduces unnecessary approvals by accepting Service Requests pre-approved by the management.

  • Our product funnels Requests through a Request Management system that produces a lot of data, which the product gathers to generate essential reports.

  • It Improves service quality by removing manual tasks and fulfilment delays with automated workflows and approvals.

  • Our product helps Technicians to manage the entire life-cycle of activities linked to the fulfilment of a Request made by customers and other stakeholders.

  • It increases end-users’ satisfaction by keeping them informed with updates and notifications about their Requests.

In Motadata, Request Management for Technicians is a comprehensive process and is different from what Requesters have regarding scope and scale.