Overview
Request Fulfillment aims to fulfill requests from users. The objectives of Request Fulfillment include:
- Providing a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
- Providing information to users and customers about the availability of services and the procedure for obtaining them
- Source and deliver the components of requested standard services
- Assist with general information, complaints, or comments
The Request Fulfillment Process Owner owns the process and is accountable for the maintenance of this document and the process. This role is responsible for the appropriate administration, monitoring, and evolution of the process to ensure adherence and compliance with VUMC IT's Service Management (ITSM) goals.
VUMC IT Workgroup Specialists are responsible for managing the request submission process, the request assignment process, and new request definition creation along with the maintenance of existing definitions.
The primary goals of Request Fulfillment are to ensure that requests can be captured, managed and fulfilled, and that the needs of the user community are met by:
- To provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
- To provide information to users and customers about the availability of services and the procedure for obtaining them
- To source and deliver the components of requested standard services
- To assist with general information, complaints, or comments.
How can I get it?
Who can submit a Request (Requestor)?
Anyone with a valid/active VUMC ID can submit a request.
Who can work on a Request (Assignee)?
Anyone who is a member of a Workgroup and has completed the Request Assignee training.
Who can build/update a request definition?
Anyone who is a member of Workgroup and has completed both the Request Assignee Training and the Request Builder training.
To request Request Assignee and Request Builder training, the Workgroup manager of the requester must submit an ITSM – ADD OR UDATE PEGASUS USER ACCESS request. The appropriate training will then be assigned to the requester to complete via the Learning Exchange.
Request Tool capabilities include the following:
- Simple request definitions involving one Workgroup and complex workflows involving multiple Workgroups can be created.
- Request forms can be created with many customizable fields allowing the builder to request all of the information necessary to complete the request.
- Relevant categories and keywords can be assigned to request definitions enabling people to quickly find and submit the request they’re looking for.
How do I get assistance building a complex Request Definition?
To request help building a new Request Definition, submit an ITSM – REQUEST DEFINITION ASSISTANCE.