Request Roles and Responsibilities

Request Champion

Analyze, capture and document “Standard Requests” to enable process improvements and streamline request fulfillment through the use of the request catalog in ServiceNow.

Responsibilities

• Champion the request efforts for their teams by working with the ITSMO Design Leads to:
  • Identify request that meet the current criteria for automation in ServiceNow
  • Document the request model for requests selected
  • Assist in the validation and testing of requests that are automated
• Manage information on requests by:
  • Maintaining a list of request the assignment group handles
  • Queuing up those that are good candidates for the catalog
  • Preparing request that are not good candidates currently for the catalog by working with assignment group(s) to document and formalize request handling within the incident module before promotion into catalog
  • Serving as an escalation point for when it is identified that customers are having issues with selecting correct criteria or for when the request has become outdated
  • Improving the workflow of requests (proactive or through the identification of an opportunity)
• Attend regular request champion meetings in order to:Assist with producing management reports
  • Provide input to the ongoing maintenance and improvement of the Request Fulfillment process
  • Help prioritize the request product backlog for enhancements to ServiceNow
• Assist in the communication and promotion of requests available
• Providing ongoing education to process users when requested or when circumstances indicate that education would improve process execution
• Ensure work instructions are documented and support groups are trained to handle requests in production
• Ensure all stakeholder sign-off is captured at required intervals throughout the design process

Service Owner

Oversight and approval of request items in the catalog for the services they are accountable for

Responsibilities

• Sign off on all request items and associated workflows prior to promotion to production

Requestor

Initiates the Request

Responsibilities

• Follows processes for submitting/canceling a Request
• Assists in updating or providing more information for the Request
• Is available to confirm Request fulfilled
• Provide input for the ongoing maintenance and improvement of the Request Fulfillment process through surveys and other vehicles

Service Desk (Tier 1)

Single Point of Contact for customers/users

Responsibilities

• Educate users on Request Catalog location and walk them through the completion of requests
• Communicate updates and statuses with customers and users as requested
• Assist in the communication and promotion of requests available
• Escalate issues and feedback on request handling
• Provide input on the improvement of Request Fulfillment based on the experience of working with users over the phone

Request Fulfillment Process Owner

Accountable for the Request Fulfillment process.

Responsibilities

• Monitor and review the execution of the Request Fulfillment process at a high-level, ensuring it remains consistent with the organization’s evolving culture and ITSM strategy
• Lead and drive the design and implementation of the request fulfillment process
• Obtain formal approval from stakeholders for the Request Fulfillment process and its associated procedures
• Ensure the process interfaces with all other relevant processes
• Manage and define the process improvement cycle
• Provide a mechanism for process feedback and ensure all input is addressed
• Groom the product backlog for request fulfillment
• Ensure request fulfillment activity is represented in project management work and contribute to the prioritization and resource allocation of such work
• Forecast and design for expected volumes of requests by category and type (understanding of pipeline and assists developers in understanding volumes of work and size of work)
• Ensure adequate testing is completed by community for releases and testing process is defined and repeatable
• Set targets and review the effectiveness and efficiency of the process
• Produce and share regular reports on the health of Request Fulfillment
• Review and audit the process, its techniques and methods and ensure they are continuously improved
• Process evangelism, ensuring education and training opportunities are available
• Ensure documentation is available on SMCC website and that website content is current and relevant
• Facilitate and/or provide input to the agenda for regular meetings with request champions

Request Fulfillment Process Manager

Responsible for the execution of the Process (directly perform or delegate responsibilities).

Responsibilities

• Lead and improve the design process for request fulfillment
• Maintain documentation for request design process
• Engage technical (developers) and business subject matter experts (request champions) to build standard request flows and timeframes to meet business requirements
• Review progress of open design requests and ensures request status, progress and issues are communicated to the appropriate groups
• Facilitate roadshows and other education for the promotion and adoption of request
• Assist in the facilitation of regular community meetings with request champions
• Meet with request lite request owners to capture and implement improvements to requests
• Regularly review surveys and meet with users to review satisfaction with process effectiveness

RACI Matrix