Most large companies have multiple, conflicting and disparate mechanisms for requesting internal services - often with hundreds of web forms and several homegrown service request applications. Employees can't find what they need, and if they do find the right form, they are often forced to retype the same data again and again.
And fulfilling requests is equally convoluted. Most IT operations are organized around functional silos, characterized by their own set of processes, systems, and standards. Without a single system to control the entire request fulfillment process, routing requests across departments is often problematic. This is where newScale comes in. newScale RequestCenter® is designed to end this chaos and confusion for both the end user and the IT organization.
newScale RequestCenter is the market-leading solution for organizations that seek a 'one-stop-shop' for service requests and a standardized request fulfillment process. Providing more than just another static document, the newScale RequestCenter Service Catalog is actionable, interactive, and transactional in nature. It presents each user a personalized view of the Service Catalog based on their job function, location, and role.
newScale RequestCenter also help eliminate inefficiencies and ensures coordination across multiple service groups to increase productivity, and improve service quality. The right service team members receive timely and complete work instructions to provide the highest possible levels of service quality and efficiency. Repeatable processes can be standardized, automation replaces redundant and labor-intensive data entry, and managers have visibility into the complete lifecycle of the service request from initiation to fulfillment.
Unlike self-service bolt-ons to help desk systems, newScale offers a customer-centric approach to service requests to ensure better user adoption and reduced time to value. The key components of the newScale RequestCenter product family include:
- newScale Service Request™ provides a Web-based self-service request portal for end users. This no-training-required, role-based interface allows employees to search or browse an entitlement-based view of the Service Catalog. As easily as they would order a book on Amazon.com, they can find available services, submit a request, and monitor delivery status.
- newScale Request Fulfillment™ enables IT to streamline the fulfillment of service requests - by accomplishing more tasks, faster and better, with the same or fewer resources. Individual tasks may be routed to the help desk or directly to the appropriate service team. Service managers can track the overall delivery plan and refine the process to improve operational efficiency.
- newScale Service Request Libraries™ offer pre-built, configurable service content to jump start an actionable Service Catalog. newScale provides "out-of-the-box" templates for more than 1,000 service requests across the full spectrum of end-user management, access management, and data center management services - as well as non-IT services such as facilities and telecom.
To learn how newScale RequestCenter fits within the end-to-end lifecycle of IT service management, go to Service Transition and Operation Solutions.
If you are interested in newScale RequestCenter's market-leading functionality, but want to get started with a more incremental approach, just ask us about our newScale Service Catalog Express™ offering and the newScale QuickStart deployment program. newScale Service Catalog Express provides everything you need to create and publish your first service items in an actionable Service Catalog in just 30 days.
