Pete Ferris, Miami University, Ohio
Many organizations and tool providers use their Incident Management process to fulfill service requests. Depending on the size and complexity of your organization, a separate work stream and process for Request Fulfillment might be justified to handle high volume, pre-approved, standard, repeatable requests.
This session will discuss the current state of Request Fulfillment at Miami University. In an environment where over 430 applications and systems are supported, a "one size fits most" model was adopted that allowed for standardization of request models so that service requests could be fulfilled correctly the first time.