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CCS ServiceRequest
Delivering a consolidated approach for employee requests for service
Fragmented Services
• Require a different process for each department request
• Take away from employee productivity
• Workflow and communication are often chaotic
I need…Please
fix…
HumanResources Facilities IT …
Employees
Service Departments
CCS Service Request
• Provides consolidated service request process for employees
• Single Service Request for all services
• Automated routing and tracking of request
• Status updates throughout process
• Powerful reporting
I need…Please
fix…
HumanResources Facilities IT …
CCS ServiceRequest
Employees
Service Departments
• Employee Opens Request form from Outlook or Web form• He/she selects service area for request
• Request is filled in and submitted
• Ticket is routed to relevant service group folder for assignment
• Ticket becomes a work order and is assigned to staff for fulfillment.
• When work order is completed the requester (employee) is notified
Service Area Facilities
Service Request Workflow
Outlook Public Folders
Service Area
SA Subject
SA Subject 2
ApproverForm Link
Initial Service Request Screen
Contact information from Active Directory
Attach forms, files or any document
Fields change base on service requested
Link to existing forms
Service Area
Employee
Department
Human Resources
Leave Request
Vacation Request
Darrell Trimble
Sales
ApproverForm Link
Vacation Request for Darrell Trimble for August 10-21
Scott Restivo
Human Resources Example Request Screen
Link to Vacation Request Form
Form button links to relevant document to be filled out and attached to request
Service Area
Location
Room
Facilities
Facilities Example Request Screen
Service Area
Computer
Operating System
IT
IT Example Request Screen
Service Area
Sponsor
Location
Meetings / Events
Meeting / Events Example Request Screen
Assign Work Order
Requestor Name
SA Subject 1SA Subject 2
SA Item 1SA Item2
Assign to Staff Member for fulfillment
Don’t assign, complete now
Fields change for each service area
Automatically send a notification to assignee with link to work order
Work Order # 10232008 1231
Data
Keep Track of time spent on work order
Work log records activites
Link to Outlook Calendar for
appointments
Tabs for more info, project mgt, data link,
knowledge base
SA Subject 1SA Subject 2
SA Item 1SA Item2
DataLink
Data Data Data
Work Order Tabs screen (part of Word Order Ticket
Detail tab provides a place to enter time and
project informationThe Data Tab provides
a place to link to service area databases
such as HR or Asset databases
Knowledgebase is a place for storing
policies or info related to the ticket for future
use.
Auto notification of end-user message of completed request
Reporting by service area allows data to be
sent to excel or optionally an SQL DB
Service Category
SA Subject 1 SA Subject 2
Request Form Fields Work Order Detail Fields
Vacation Req*A* vr.doc
Change category list here. Add each group on its own line
Service List Manager
Change subject list here. Add each group on its own line
Select Service Category
Add Sevice Type for each category here. Add each on its own line.After Type add * A for approval required, and * form name for
form
Select Subject1
Change Subject labels below . Simply type over SA Subject 1 and SA Subject 2.
Custom Fields on Work Order
Most data fields can be customized through list
manager
Wow weNeed it!
We wouldbe more productive
Ask your employees!
Thanks for reviewing CCS ServiceRequest
For more information email: [email protected]
