Service Request Management
Maturity Measures
Documentation
1
No formal documentation or procedures for handling requests.
2
Basic guidelines for handling common service requests.
3
Comprehensive documentation of request handling procedures.
4
Documentation integrates with other service management processes.
5
Documentation and procedures are continuously refined based on feedback.
Tools and Automation
1
Manual processing of all service requests.
2
Basic automated tools for logging and tracking requests.
3
Integrated service request management tools with self-service options.
4
Advanced automated systems for request fulfilment.
5
AI-driven tools for predictive service request handling and personalisation.
Process Integration
1
Isolated and inconsistent handling of service requests.
2
Basic processes in place, limited integration with other services.
3
Processes are well-integrated with ITSM framework.
4
Processes are fully aligned with business objectives and IT strategies.
5
Highly agile and seamlessly integrated processes across services.
Training and Awareness
1
Minimal training focused only on specific tasks.
2
Basic training on the use of tools and procedures.
3
Regular training on service request fulfilment and customer service.
4
Ongoing training programs, including best practices and enhancements.
5
Continuous learning culture with proactive adaptation to new technologies.
Performance Measurement
1
No metrics or inconsistent measurement of request handling.
2
Basic metrics like number of requests handled and speed of processing.
3
Detailed performance metrics, including user satisfaction.
4
Performance management integrated with continuous improvement processes.
5
Predictive performance management and real-time analytics.
Stakeholder Communication
1
Irregular and informal updates on request status.
2
Regular updates to users about their request status.
3
Structured communication protocols for all stakeholder updates.
4
Proactive and strategic communication aligned with user expectations.
5
Optimised communication leveraging real-time updates and feedback loops.
Continuous Improvement
1
No formal mechanisms for improvement.
2
Reactive improvements based on obvious issues.
3
Systematic review and enhancement of request processes.
4
Continuous improvement driven by data and user feedback.
5
Culture of innovation and proactive optimisation of request management practices.