Problem Statement:
Service desk members usually spent lot of time in creating requests for various day-to-day activities like "Request for a blackberry" "Request for a hardware". Lot of efforts is spent on creating a request rather than resolving or addressing that request.
Business Benefit:
- To reduce/eliminate the redundant efforts in creating same requests again and again.
- Use auto populate data for a request item to minimize time in creating requests and focus more on resolving or addressing the request.
- To avoid human error with the use of inbuilt approved standard templates for catalog items.
Solution:
At SolutioningNow we believe in creating utilities which will ease work not just for admin and business but we also understand the efforts put in by service desk members and how important they are to any ITSM tool.
Coming to the problem statement that we have defined here, we believe we can reduce the efforts of service desk member in creating repetitive requests by defining a set of Pre-Defined templates for service catalog items which will have some of the information auto populated whenever service desk member wants to create a request for a defined category.
This is how a catalog page looks like with a category as "Service Catalog" and a list of sub categories.
Service desk members usually create a catalog request by clicking on any of the subcategory available here and create a request item. Let us take an example of creating a Blackberry request.
When a service desk members clicks on the Blackberry it will look like as below
Each time a service desk wants to create a blackberry request with some specific details for say 100 users, currently in service now the service desk member would have to create all those requests manually and define the values each time. To avoid filling the same information again and again for a defined catalog request, we provide the service desk member with a functionality of "Applying a template" to that category.
Service desk can apply template to a catalog request by right clicking on the header bar which will look like as below
Service desk will see "Apply Template" option which will have a list of pre-defined templates for the category on which the service desk member has selected at the moment (Blackberry).
Once the service desk member selects the template (i.e. SCTEMPLATE0001023) the field on the forms will be auto populated as defined in the template.
The request after applying the template will look like as below. Service desk member will be prompted with a message that "Template Applied Successfully".
Once the information is filled in, user has to right click and click on "Save as Template" which will save a copy of this information in the form a template, which can be applied later when needed. As shown below:-
Service desk member will prompted with a message "Template Saved Successfully".
Regards,
Solutioner
Enhance Knowledge NOW@ www.solutioningnow.com
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