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SCSM 2016 Features

SCSM Service Request Management

A Service Request is a request from a user for information, or advice, or for a standard change or for access to an IT service.

Service requests are usually handled by a service desk and do not require a request for change to be submitted. Request fulfilment is the process responsible for managing the lifecycle of all service requests. Microsoft has coded ITIL compliant service request fulfilment processes within SCSM 2016 to allow clients to manage service requests. Microsoft has also integrated service requests to the SCSM Self Service portal to reduce the time analysts spend on phones speaking to employees. This improves service desk productivity.

Cased Dimensions has written SLA Management, Asset Management, Assigned to Me and Advanced Reporting and more to aid clients in being more productive with regard to the way they manage service requests. We help you increase productivity and improve overall service levels as the function is pro-actively monitored.







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