Sunday, March 16, 2014

Collaboration across Accounts

RequestITRP provides special features that allow IT support organizations to work together more effectively with their external service providers (ESPs). One of these features ensures that, when an ESP completes a request, this request is automatically returned to the team that originally assigned it to the ESP.

Returning the request to this team, rather than simply notifying the requester, allows this team to first follow the instructions that were provided by the ESP, to verify the solution, and/or to translate the solution information in the preferred language of the company's end users.

ITRP now presents the information of such requests differently depending on who looks at it. Once the ESP completed its work on the request, they will see something like this:

Completed Request
When the company that passed the request to the ESP looks at it, they will see this:

Assigned Request
So, the specialists of the ESP see that the request has been completed. They also see their completion reason, as well as when they completed it. When they look up the request in the Records console they will find it in the list of 'Completed' requests.

The specialists of the ESP's customer, on the other hand, will find the same request in the list of 'open' requests. When they also set the status to "Completed", they will see their completion reason and when they completed it.

If an ESP sets the status of a request to "Waiting for Customer", something similar happens. They will see that the clock has been stopped for their SLA. Their customer, on the other hand, will see that the request is assigned to them and that the clock for their end-to-end SLA with the business is still ticking.

Ensuring that the information that gets presented is dependent on who looks at it, makes collaborating across accounts more intuitive for specialist who work for ESPs. This new usability feature also benefits large enterprises where the regional data centers and shared services organizations provide support to the local IT departments.

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