The IT Request Management application acts as the single, easy to use, web-based point of contact for managing all IT-related service requests, incidents and problems across the organization. The application provides users with all the necessary information to assign, track, manage, complete and report on different types of IT-related items efficiently. It will also help improve staff productivity and provide great visibility for all the involved actors throughout the entire process: IT managers, members of the IT staff and the different customers who need service from an IT team in any organization.

  
  Customer Dashboard            IT Staff Dashboard        IT Manager Dashboard

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Customers of the IT department will have a simple web-based user interface where they can submit new requests and keep track of those requests which are still open and even keep a record of those requests which have been addressed already. They will be notified via e-mail every time there's an update on their request from the IT team and they will be able to provide additional information about their request and provide feedback, from one central location.

Members of the IT staff will be able to view all the cases being assigned to their team or individually for them to work on, as well as a list of all the open cases they are working on at any time. From a single location they will be able to interact with the customers in order to gather additional information and complete the requests once they have been addressed. The system will allow them to monitor the case distribution based on the different types of requests as well as keep track of all the closed cases they have worked on for future reference.

The IT request management application provides IT managers with a consolidated list of all the requests from the entire organization, their priority, the type of requests among other case attributes and will give them the ability to route these requests to the appropriate team or member of the staff to work on or even send it back to the customer for additional information. They will be able to monitor the workload across the team and distribute the new requests accordingly, which will lead to increased productivity due to downtime minimization. The application will not only contribute to increase the service quality and reduce response times, but it also allows managers to periodically gather feedback directly from customers and keep track of their perception about the service quality and response time.