Biomni's Request Management (RM) helps IT service providers professionalize their interactions with internal customers. It provides a unified “online shopping” experience for requesting authorized combinations of goods and services offered by multiple sources of supply, not just the internal IT organisation. It provides the business user with an intuitive self-service, single-point of contact interface to not only make these requests, but also retain visibility of the end-to-end process, from submittal, authorization, through fulfilment. For the business, it minimizes cost and latency of service provision by orchestrating fulfilment tasks that often span multiple systems and/or parties. It also provides the performance metrics which can help drive.

BUSINESS BENEFITS

Improved Customer Satisfaction

• A one-stop shop for your customers

• Provides a consistent single point-of-contact for raising multiple request types, not just those related to IT services. This eliminates the confusion and inconsistency that arises from using multiple alternative request mechanisms.
   

• As easy as Amazon.com

• Experience an online shopping experience where end users  can conveniently raise and submit virtually any form of request - from simple forms to catalogue driven requisitions for authorised goods and services - even if provided from outside suppliers.
   

• With Complete Self-Service Capability

• Generating the appropriate approval workflow based on a variety of criteria including service type and request content. End users are provided full visibility of the status and progress of their request throughout the approval and fulfilment cycle, thus reducing the need to contact the service desk for “status updates”.

Reduced Costs

• Provide better service with less resource

• Even basic service requests can trigger a complex list of fulfilment tasks. When a Service Catalogue is tied to a specific service management system, fulfilling requests that span multiple sources and providers typically requires additional manual re-entry of data and follow-up of requests in supporting systems. The result is ‘swivel seat integration’ that duplicates effort, increases delays, and raises cost. Biomni provides unique process automation and measurement capabilities specifically designed to eliminate these bottlenecks in your multi-customer environment. In addition Service Managers can track the overall service delivery of requests to plan and refine their processes and improve operational efficiency.
   

• Reuse existing assets

• The Biomni Solution is completely configurable without the need for programming or scripting skills. This also applies to virtually every facet of administration from service design to screen design. And, should your services already be defined, we provide powerful import capabilities to accelerate your deployments.
   

• Without any programming

• Our solution generates the appropriate approval workflow based on a variety of criteria including service type and request content. End users are provided full visibility of the status and progress of their request throughout the approval and fulfilment cycle, thus reducing the need to contact the service desk for “status updates”.

Improved Governance

• Enforce standards

• A Service Catalogue has a key role to play in the enforcement of provisioning standards and control of asset entry into the environment. This is now a principal requirement of your operational compliance. The Biomni Service Catalogue provides comprehensive role-based security to ensure the presentation of authorised content to your customers.
   

• Ease compliance

• Our powerful authorisation workflow and process orchestration steps are fully auditable which helps to satisfy the burden of proof now placed upon IT to document and justify its actions. For example, our built-in SLA management is not only capable of measuring the effectiveness of service delivery, but also various control points that roll-up into operational compliance.
   

• Help your green initiatives

• Asset disposal processes can be triggered and audited when existing assets are replaced during fulfilment. Biomni provides extensive asset management integration within its Service Request Solution, which allows our workflow to automatically invoke additional processing when necessary. For example, a software request can take the warranty of the desktop into account and subsequently trigger a hardware refresh, if this is required to support that software. It also ensures that all required tasks associated with disposing of the existing asset are undertaken.