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How Do You Manage Requests in Your Organization?

Posted by Cliff on from the getting-the-work-done-efficiently dept.

StormShadw asks: "How do you manage IT requests in your organization? There seems to be a lack of software solutions specifically designed to track requests. Most that I've been able to find are either problem tracking systems or bug tracking systems, neither of which completely fit the 'request management' model. I work for a large bank and my department supports all of the internet web presence and online banking applications for the company. We receive hundreds of requests a week (my department has 51 people in it), typically through a variety of mediums (phone, email, hallway conversations). It's impossible to manage all these efficiently when there is no centralized system. What's the solution? What do you all use?"

"There is a 'workflow' aspect to many of these requests: we do our thing, then pass it off to the UNIX admins, firewall folks, or DBAs to process another portion of the request. Ideally, I'd like to have a web based system where our customers (internal lines of business) can submit their requests, get status, etc. We would also manage a queue of work through a web interface, assigning requests internally or to other teams we work with. Email notifications could be generated when requests are completed."

4 of 490 comments (clear)

  1. Re:I'll WHORE myself since others are afraid...... by WTFmonkey · · Score: 0, Troll
    Nope-- the closer you are to being the next CEO the quicker your stuff gets done. Assholes in low places get smokescreens and handwaving. Assholes in high places get "Yessirs" and fast results. Nice people in either position get served based on 1) how nice her rack is, or 2) do they buy rounds at the bar on weekends.

    At least, that's how it looks from the outside.

  2. GoupWise.... by Yablo · · Score: 0, Troll

    Shared folders under a shared helpdesk email account. If you work in the office the request originates from, it goes in your folder. You fix it.

  3. Re:Track-It by shadow9600 · · Score: 0, Troll

    We recently purchased Track-It! after an extended trial period. So far almost everything has gone wonderfully. The power and ease of use for this powerfull application is amazing. We used it to replace the amazingly poor Remedy. I don't know of any other software that gives you near the capabilities, windows client or web based, asset tracking and auditing, solutions database, automated work order assignment, the list goes on. I highly recommend that you check out Track-It!

  4. Re:I'll WHORE myself since others are afraid...... by Glonoinha · · Score: 0, Troll

    -At least, that's how it looks from the outside.

    No, that pretty much covers how it was handled at the first place I worked. Trust me, your response rate from IT is a LOT better when you ask nicely (and have a nice rack) than when you are rude (and frumpy.)

    --
    Glonoinha the MebiByte Slayer