The Role of Service Request Management

A primary objective of many organizations today is to increase revenue while cost reduction remains a high priority. In addition, most organizations expect to be able to strategically transform their enterprise to become more responsive to customer demand while accommodating the launch of significant transformation initiatives within a tactical horizon. There is an increasing demand from business areas looking for new ways to achieve growth, productivity and an optimized technology environment aligned to the business. This is typical of a demand driven business model that is fundamentally more horizontally integrated, flexible and responsive to achieve greater competitive business value. Companies that look to improve their business processes and work to get them integrated end-to-end are moving the farthest along to enable their business to respond with greater agility and adaptability and be more competitive. In this white paper, Rick Leopoldi will discuss the necessity for the business to be able to articulate what its requirements are in terms that IT can understand, provision for, and most importantly, manage. Also, how needs such as these can be satisfied by a Service Request Management process with the appropriate subject matter expertise.