New IT Service Request Workflow Streamlines Service Delivery

In an effort to improve IT service delivery, WashU IT has updated several commonly used online forms for requesting email services and hardware. The ServiceNow forms enable a new approval workflow that includes an approval requirement for requests. The new process will streamline delivery of email services using a new approval workflow.

WashU IT worked with schools and departments that receive WashU IT services to identify ‘approvers’ (at least two from each school/department) with authorization to review and approve email service and hardware requests. The workflow is automated; the designated approvers receive email notifications of requests and can approve requests directly from the notification email.

The new forms are being released between mid-August and early September, and are the first in a series of service delivery improvements that will be announced this fall. The IT service delivery initiative is just one of the ‘customer-focused’ service improvements driven by the Shared IT Services Program. As deployments continue in the Shared IT Services Program and new schools and departments migrate into receiving WashU IT services, they will also adopt the new approval workflow process.

The new forms are being released between mid August and early September, and are the first in a series of service delivery improvements that will be announced this fall. WashU IT is hosting a series of QA sessions on the latest form to be released—the email request form. These virtual sessions take place every Wednesday in September from 11:00 a.m. to 12:00 p.m. via Skype for Business. You can join a session using this link.