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Service Request Center

Features

Service Request Center
  • One-stop interface for service requests

    One-stop interface for service requests

    Set up a self-service IT request portal with an intuitive "shopping" experience. The web-based Service Request Center enables users to discover and request IT services, submit incidents, and review knowledge base articles.

    One-stop interface for service requests
  • Enterprise service catalog promotes available IT services

    Enterprise service catalog promotes available IT services

    A starter pack of pre-built service requests makes for a professional looking and functional service catalog as soon as you deploy the solution. These pre-built requests (new hire, phone set up, network access, badge access, etc.) include both the submission forms and the workflows required to fulfill the requests.

    Enterprise service catalog promotes available IT services
  • Automate and speed service delivery with ITIL v3 request fulfillment

    Automate and speed service delivery with ITIL v3 request fulfillment

    Expedite user request fulfillment with an Information Technology Infrastructure Library (ITIL) v3 request fulfillment process that enables you to manage service requests separately from incidents. The process can be easily customized to meet your priorities. Users can track progress at any time, which increases user satisfaction and lessens IT demand.

    Automate and speed service delivery with ITIL v3 request fulfillment

Enterprise service catalog

An enterprise service catalog enables services to be composed, organized, and published into convenient categories. Users can find solutions to common problems, browse through a catalog, and place orders for services and products. They can also submit request tickets, track progress of open requests, and search a knowledge base to receive automatic suggestions for relevant topics.

 

Easily create custom services

Service Request Center also lets you easily define and organize your own custom services within a service catalog to aid discovery. You can even limit the publication of these services to select groups – ensuring that each user only sees those services they are authorized to order.

 

Integrated knowledge base reduces helpdesk call volumes

Create an information repository that users and IT staff alike can use to resolve issues. Service Request Center includes a knowledge base that automatically searches for relevant topics as users submit incidents and requests.

 

Improve communication with a knowledge base

Incident and problem resolutions can be posted as articles in the knowledge base, and IT change requests can be posted as announcements to the request center once their implementation dates are scheduled.

What’s New in Service Support Manager and Service Request Center 5.3

New Service Request Center (SRC) theme
New Service Request Center (SRC) theme

SRC now includes a new theme with updated, modern styling.

Mobile support enabled by default (or “out-of-the-box”)
Mobile support enabled by default (or “out-of-the-box”)

Mobile support for Service Support Manager (SSM) process apps is now enabled by default.

Attachments support in Knowledge Center
Attachments support in Knowledge Center

You can now attach files to Knowledge Center articles that end users can view.

Modern forms
Modern forms

SSM now uses modern forms, which offer advanced features like responsive forms for different screen sizes, easier navigation to required fields, and quicker access to expanding sections.

Change Management integration with Release Control (RLC) (6.2)
Change Management integration with Release Control (RLC) (6.2)

The Change Management process app can be configured to work with RLC 6.2 to automatically add changes to a release package.

release-rel-2021-9-2-6904 | Thu Sep 23 00:40:37 PDT 2021
6904
release/rel-2021-9-2-6904
Thu Sep 23 00:40:37 PDT 2021