Self-service and Request Fulfilment

Request Fulfilment

A large number of Service Requests to IT can be categorized into a relatively small number of unique request types that follow a consistent, pre-defined process.

By focusing automation efforts on these types of requests, organizations can improve customer satisfaction, drive efficiencies, enforce best practices, and achieve governance through process auditing.

VMware Service Manager provides:

• A Request Submission Designer that allows Service Request forms to be easily created and published to the Customer Portal.
• An easy-to use Graphical Workflow Designer that allows VMware Service Manager administrators to easily model and automate their site specific processes.
• The capability for Service Requests to be based upon service actions that are linked to the Service Catalog and published through the VMware Service Manager self-service Customer Portal.
• The ability to inherit Service Level Agreements (SLAs) by request type and through granular selection rules.
  

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VMware Service Manager provides ITIL Service Management and Help Desk solutions including Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Service Level Management and Availability Management software. Copyright © 2010 VMware, Inc. All rights reserved.