3.3.2. Example Value Stream: Request to Fulfill Service Request

💡 First Principle: An effective value stream for standard requests leverages pre-defined models, automation, and clear workflows to deliver services quickly, consistently, and with minimal manual effort.

Scenario: A user needs access to a specific software application. They go to the self-service portal, find the software in the catalog, and submit a Service Request. Because this is a pre-approved Standard Change, the request automatically triggers a Deployment Management script that installs the software on the user's machine and updates the Service Configuration Management records. The user is notified automatically upon completion.

This value stream describes the steps taken from a user requesting a standard service to its fulfillment. Steps:

1. Engage: User requests a standard service (e.g., access to a shared drive) via the Service Portal or Service Desk (Service Request Management practice).
2. Design & Transition / Obtain/Build / Deliver & Support: The request is classified and routed for fulfillment (using the Service Request Management practice). Fulfillment steps are executed. This might involve automated workflows, granting Access to Resources (Service Offering), or deploying a standard software package (Deployment Management). Information from Service Configuration Management may be used. If it's a Standard Change, Change Enablement provides pre-authorization.
3. Engage: User is notified of fulfillment. Feedback may be gathered (Service Request Management also handles feedback).
4. Improve: The Service Request fulfillment process is reviewed for efficiency and user-friendliness (Continual Improvement).

⚠️ Common Pitfall: Having a complex, manual approval process for a very simple, low-risk Service Request. This creates unnecessary delays and frustration, violating the "Keep It Simple and Practical" principle.

Key Trade-Offs:

• Self-Service vs. Agent-Assisted: Providing a self-service portal for requests is highly efficient but requires an initial investment in the portal and workflow automation. An agent-assisted model is more flexible but less scalable.

Reflection Question: How does the concept of a Standard Change within the Change Enablement practice act as a key enabler for an efficient Service Request value stream?