Establish and maintain a request management system for processing and tracking request information.
A request management system includes the storage media, procedures, and tools for accessing the request management system. These storage media, procedures, and tools can be automated but are not required to be. For example, storage media might be a filing system where documents are stored. Procedures can be documented on paper, and tools can be hand tools or instruments for performing work without automated help.
Service requests are often submitted through a service desk or help desk function.
Example Work Products
- A request management system with controlled work products
- Access control procedures for the request management system
1. Ensure that the request management system allows the reassignment and transfer of requests among groups.
Requests may need to be transferred between different groups because the group that entered the request may not be best suited for taking action to address it.
2. Ensure that the request management system allows the storage, update, and retrieval of request management information.
- Help desk
- Ticket tracking
- Service log books
- Task status boards
3. Ensure that the request management system enables data reporting that is useful to the fulfillment of requests.
4. Maintain the integrity of the request management system and its contents.
- Backing up and restoring request records
- Archiving request records
- Maintaining security that prevents unauthorized access
5. Maintain the request management system as necessary.