Wednesday, November 7, 2012

Request Routing to External Service Providers

Service instanceEarlier this year we made it possible for service providers to specify which team a request should be assigned to when an end user submits it using Self Service. This team can be different depending on the service for which the request was submitted and the specific environment of the service that the requester uses.

The use of this feature has now been extended for external service providers (ESPs). Let's use an example to illustrate how this can benefit ESPs:

An IT specialist has determined that an incident is caused by a network issue. The specialist relates the affected network to the request, which causes the assignment of the request to be updated. Since the network is managed by an external provider that also uses ITRP, the request will be assigned to the first line team that the ESP selected in the network's service instance record.

Network Service Instance
If this first line team of the ESP is able to resolve a significant percentage of the requests that customers submit for their networks, this makes sense. It can significantly reduce the workload of the local support teams that maintain these networks.

This gives ESPs yet another simple way to optimize the efficiency of their incident management process.