||CMMI: CMMI® for Services, Version 1.2
SP 3.1 Receive and Process Service Requests
3.1 Receive and Process
Receive and process service requests in
accordance with service agreements.
Service requests may be submitted through
various mechanisms (e.g., web forms, phone calls). Some requests may also
be identified in service agreements, especially those for continuous or
repeatedly scheduled services. The receipt and processing of all service
requests should be coordinated through an established request management
- Request management record
- Action proposal
- Customer satisfaction data
- End user receipts confirming request
- Receive service requests and ensure each
request is within the scope of the service agreement.
|Examples of receiving service requests include
- Service requests submitted
by the customer or end user by use of a web form
- Service requests submitted
by the customer or end user by calling the help desk or service
In organizations that use a help desk
function, service requests are usually submitted to such a
- Record information about the service
service request information, include sufficient information to properly
support the analysis and resolution of the service request.
|Examples of service request information
to record include the following:
- Name and contact
information of the person who submitted the service
- Description of the service
- Categories the service request belongs
- Date and time the service request was
- The configuration items involved in the
- Closure code and
- Categorize and analyze the service
categories established in the approach to service delivery, assign the
relevant categories to the service request in the request management
system. For some service requests, the request analysis may be completed
by merely selecting the type of service request. For other service
requests (e.g., upgrade operating system software) it may be necessary
to assemble a special team to analyze the request.
|Examples of when to perform request analysis
include the following:
- When the impact of the
request on the organization or customer is large
- When resolving a service request will take
considerable time or
- Determine which resources are required to
resolve the service request.
Which individuals, groups, and other resources are
best suited may depend on the type of service request, locations
involved, and impact on the organization or customer.
- Determine actions that must be taken to
satisfy the service request.
Using the categories established in the approach to
service delivery, determine the appropriate actions to perform. In some
cases, the categories themselves may have pre-determined actions
associated with them.
|Examples of actions include the
- Answering a customer
- Repairing items (as part of a maintenance
- Training an end user
- Providing new consumables or
- Plan the actions further as
additional scheduling and other planning required to guide the actions
that have been selected. When analyzing standard service requests, the
actions for resolving a standard service request may be documented in a
standard action plan.
- Monitor the status of service requests as
appropriate until they are fulfilled as described in the service
life of the service request, the status of the request must be recorded,
tracked, transferred as necessary, and closed.
Refer to the Project Monitoring and
Control process area for more information about monitoring the
project against the plan.
- Review service request status and
resolution, and confirm results with relevant
Communication is a critical factor when providing
services. Communication with the person who requested the service and
possibly other stakeholders affected by it should be considered
throughout the life of the service request in the request management
system. Usually, the result of relevant actions taken should be reviewed
with the person that submitted the service request to verify that the
actions fulfilled the service request to the satisfaction of the
organizations that use a help desk function, the status of service
requests is communicated to relevant stakeholders by the help
- Close the service request and record the
actions taken and results.
The actions performed to fulfill the service request
and the result of performing the actions are recorded in the request
management system to support satisfying similar service requests in