WIXLIB

Version0.1DateDocumentProcess OwnerInfrastructureProcess Main InputsRequest for changeAs a part of change building and deployment, if the change management process owner finds anyassociated activities, installations that could be taken as a service request.Service catalogue managementService catalogue has the list of standard services that are made available to users via self-serviceportal. Whenever a new category of service is made eligible for pre-approval, it is listed in servicecatalogue, via service catalogue management process.Service requestAn End-User requests a service and a Service Request is logged with the Service Desk. Requests canbe raised via email, calls or as tickets in HP service manager.Service asset and configuration managementWhenever a service asset or component needs an upgrade, request fulfilment process is triggered.The upgrade could be resulted as a corrective action of CMDB audits or after a major or minorrelease.Process Main OutputsFulfilled requestsUser requests once raised, are fulfilled by Service Desk or respective resolver group, after verifyingif the request qualifies as a service request.Trigger to access managementApproved software may require specific role-based accesses required in which case a suDTask iscreated in Service Desk for the Access Management team and the Access Management process isfollowed.The Access Management team will give the right accesses to complete the installation process.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 8 of 19

Version0.1DateDocumentProcess OwnerInfrastructureTrigger to change managementIf the request raised by the user does not qualify as a service request, the ticket gets rerouted to behandled as a normal change.Trigger to incident managementAny unforeseen incidents which result from installation of pre-approved licence will follow theIncident Management process. The Service Request is kept in pending status until the Incident isresolved.Performance/Management ReportsThe process owner is usually asked to generate “process reports” that ensure that the process isrunning as per agreed level. Most of the reports are based on the CSF and KPI.Updated CMDBCMDB is updated after a hardware or license CI is released as a part of request fulfilment.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 9 of 19

Version0.1DateDocumentProcess OwnerInfrastructureService Request Fulfilment Process WorkflowService Request Fulfilment ementSTARTService RequestsYesDoes It need an RFClog service requestNoRequest forreceiving standardservicesCan service deskhandle?YesFulfil the requestConfirm with theuserNoRequest forhardware orsoftware assetRequest for changeEscalate toresolver groupNoClose the requestService Asset andConfigurationManagementAssetprocurementAsset releaseAsset ssign IT touninstall the assetLicense available fordeployment?NoYesPre approvalavailable?NoAccessManagementYesRecover the assetInstall the assetYesAccess required?Confirm with theuserIncidentManagementNoYesIssues detectedUpdatedCMDBNoResolve issueUpdate the userClose the requestClosed SRsEndLog Service RequestsMOJ users request a service by initiating a service request via: Calling the helpdesk Sending an email Raising a request in HP service manager toolAs there are a variety of resolutions to Request Fulfillment based on the type of request, the Service DeskAnalyst assesses the scope of the Service Request and gathers all the relevant details from the user.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 11 of 19

Version0.1DateDocumentProcess OwnerInfrastructureDoes the request require an RFC?Every Service Request is first validated by the Service Desk to see whether it is a Change to an existingService or a Service Request.If it is a Change, then it should follow the Change Management Process and the Service Request is closed.Type of Service request1) Standard User ServicesRequest for receiving standard servicesThe Service Desk will work to fulfill the Service Request based on the service desk scripts related to eachindividual entry in the service catalogue. Service Desk will refer to the knowledge articles posted in MOJDatabase wherever needed to fulfill the request.Can service desk resolve?The Service Desk analyses the type and nature of Request and fulfils the requests by referring to MOJKnowledge database, where needed.If Service Desk is able to provide resolution, the service request is resolved within the SLA (where possible).In case the Service Desk is unable to fulfill the request, it is escalated to the respective Resolver Group.Escalate/ reassign to respective resolver groupIf the service desk agent (1st line support) is unable to fulfil the service request, it should be escalated(transferred) to a specific resolver group within the agreed escallation timelines.Fulfil the requestEither the Service Desk or the respective Resolver Group will fulfill the Request.Service Desk Analyst will update the ticket with the details of the resolution provided and steps taken toresolve the Incident, if resolver group is involved.Service desk agents should ensure that users are kept informed of the request status until the request isfulfiled and closed.Confirm with the user and close the request After the SR is fulfiled, a request from user regarding his/her satisfaction with given resolution issought.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 12 of 19

Version0.1DateDocumentProcess OwnerInfrastructure The service desk agent should contact the user and agree on the solution provided Once the user confirms, the SR is closed, after documenting all steps taken to fulfil the request, in theticket.2) Request for Hardware or Software assetThe user can request for upgrades of hardware and software assets, as a part of requesting thestandard services from MOJ Service Catalogue.The asset related requests can be classified into Asset procurement Asset deployment/ installation Release of asset (unwanted hardware / software)Request for asset procurementUsers could raise request for procurement of Asset - Hardware or software. Service desk will verify thedetails of the request and assign the ticket for action from procurement team.Request for asset releaseA request for hardware release can be triggered from the Human Resources department (on an employeeleaving the organization) and/or by the Department Head or User.For release of hardware asset After the request type has identified that hardware should be released from the user, the ticket will beassigned to Support team to recover the hardware. The Support will have list of related assets to be collected as part of the service request from theCMDB. Support team will contact the user for collection of hardware and collect it from User. In case of anydiscrepancy in the list of assets to be collected and actual set of assets that are handed over, theSupport team will discuss with the requestor and inform the Department Head and take appropriateaction.For release of software Request for release of software from a User’s system may get triggered from Department Head or the.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 13 of 19

Version0.1DateDocumentProcess OwnerInfrastructureuser him/herself. The support team will accept the request and uninstall the software from the desktop or laptop. The license pertaining to the software removed will be recovered and the relevant details updated inthe CMDB.Request for Asset InstallationFor Software If the Service Request logged by the user is for software installation, the Service Desk will check if therequest raised is for licensed software or freeware. If the Request is for installation of freeware that is already supported by the MOJ DT, the request isassigned to support team for the next steps. If the request is for licensed software, proceed to check if the licenses are available for deployment. If the licenses are not available, the request fulfiller will forward the request to the procurementprocess.For Hardware The Request for Hardware deployment can come from several sources like users, Data Center relatedor Organization related (like printers/scanners, etc.) If the stock is available proceed to check for approvals. In case the hardware requested is not availablein stock , proceed to the hardware procurement process. Note: The Service Asset and Configuration Management process is triggered whenever CMS arereferred to/updated.Install the Asset If stock is available, request raised for hardware deployment is assigned to the Support team forfurther action. If licenses are available for deployment, then support team check for pre approval for installation andproceeds with installation. For newly procured assets, the asset details are entrered in Configuration management database or.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 14 of 19

Version0.1DateDocumentProcess OwnerInfrastructuredefinitive media library and then taken for installationAccess Required? Approved software may require specific role based accesses in which case a suDTask is created inService Desk for the Access Management team and the Access Management Process is followed. The Access Management team will give the right accesses to complete the installation process.Confirm with user After the request is fulfilled, a confirmation is sought whether the user is able to access the software oruse the deployed hardware without any issues.Issues detected The support team will try to resolve simple installation related issues during the installation itself. Any unforeseen incidents which result from installation will follow the Incident Management process.The Service Request is kept in pending status until the Incident is resolvedUpdate, close the service request and notify user on resolution status If the User confirms that the resolution provided is satisfactory to him/her, then, the Service Request isClosed. The service request will be updated with all the relevant details.Roles & ResponsibilitiesROLERESPONSIBILITIES procedures.Service Request FulfilmentManager (Process Owner)Service deskDefines and maintains SR Fulfilment policies and Produces performance/management report. Logs the Service Requests Categorizes and prioritizes the requests Fulfils the service requests Responsible for ticket closure. Prepares performance/management reports.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 15 of 19

Version0.1DateResolver TeamDocumentProcess OwnerInfrastructure Act as a point for functional escalation Provide resolution for requests, when service desk isunable to provide a solution.Note: Responsibilities may be delegated or overlapped.Critical Success Factors (CSF) & Key Performance Indicators (KPI)The purpose of collecting, analysing Service Request measurements is to ensure that MOJ- DTservices outages are being restored to normal status as quickly as possible. In addition, thereports are used to be summarized in a non-technical language and to show whereimprovements could be made. Keeping in mind the following measurements:a) Total number of SRs generated (report could be generated weekly, monthly, or quarterly).b) Number of SRs by category.c) Number of SRs that are related to each technical/functional group.d) Number of escalated SRs.Following are the KPIs for Service request fulfilment process. Total number of Service requests logged during a period Breakdown of service requests with respect to status – logged, open, Work in progress,closed etc Mean time elapsed for handling each type of service request Percentage of service requests closed within SLA Average cost per request Level of client satisfaction for closed SRs, for a period.Service Request Fulfilment Governance ConsiderationsWhile developing the Request fulfilment process and policies, these aspects may include (notlimited to):.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 16 of 19

Version0.1DateDocumentProcess OwnerInfrastructure Define SR escalation rules and procedures. Prioritize service requests based on SLA service definition of business impact andurgency. Identify and describe relevant resolution steps. Reference available knowledgeresources (including known errors and problems) to identify possible resolutions(temporary workarounds and/or permanent solutions). Assign requests to specialist functions if deeper expertise is needed, and engage theappropriate level of management, where and if needed. Record steps used to resolve or fulfil the request. Document resolution and assess if the resolution can be used as a future knowledgesource. Monitor and track escalations and resolutions and request handling procedures toprogress towards resolution or completion. Identify information stakeholders and their needs for data or reports. Identify reportingfrequency and medium. Analyse incidents and service requests by category and type to establish trends andidentify patterns of recurring issues, SLA breaches or inefficiencies. Use the informationas an input to continual improvement planning. Produce and distribute timely reports or provide controlled access to online data.Service Request Fulfilment Implementation ConsiderationsThe process owner should work with technical implementation team to produce the rightservice desk configuration and customization. The following implementation considerations willkeep the implementation process smooth and cope with MOJ-DT Request Fulfilment processes,these considerations may include (not limited to): Prepare to implement Service Request Fulfilment. Define clear objectives and deliverables Involve and consult with DT staff Decide SR Fulfilment process will interface with other related processes.Service Request Fulfilment Policy, Process and ProcedureCopyright 2019 MCS. All rights reserved. Unauthorized copy or use of this document is strictly prohibited. Printed version of this document is only valid as long as the revision number and issue date correspond withthe relevant information on the MCS Intranet Portal/file system.MCS does not warrant that this document is error-free.Printed version of this document will be treated as an uncontrolled copy.Page 17 of 19

Version0.1DocumentDateProcess OwnerInfrastructure Decide on the roles and responsibilities Decide how the service desk staff is structured, who will act as first line support, who forsecond line etc. Set the categorization and prioritization code for each re

SACM Service Asset & Configuration Management. DSS Deliver, Service and Support Service Desk Single point of contact to report, resolve and track incidents and Service . Service asset and configuration management Trigger to change management Updated CMDB Performance reports . Service Request Fulfilment Policy, Process and Procedure .