Service Request Management

At CCL we help customers to enable their internal departments to define their business services and publish those services as part of a managed service catalogue.  We make sure there is a streamline backend fulfilment process for the business end users and the customers.  This enables a support user to help and to be more efficient and provide best practices to a business to allow users to be more focused on being a self-service entity. 

Service Request Management (SRM) runs on various platforms BMC, SNOW, Ivanti as well as other IT service business providers.  All of these platforms will normally have a link to the configuration management database (CMDB) and Asset Management. This can be in place when SRM is launched but it is not necessary and can be implemented at a later time. 

A Service Request Management system has to work with other applications, like Service Desk Management (Incident, Problem, Change, Work Orders, Task Management). A service management application manages the request to the fulfilment process from requesting to completion of a service request.