In defense of the generic request
In the world of service management, especially within the ITSM (IT Service Management) framework, providing a service that truly meets user needs is essential.
However, in our pursuit of efficiency and precision, we often fall into certain traps. One of the most common is complicating the request process for users when what we really want is to help them.
This issue becomes particularly evident in how we design our user portal. The user portal is the front-facing interface used by users or customers to report incidents, make requests, or ask questions to the service desk.
A well-designed portal can make life easier for users. But when the options are too technical or specific, we risk creating a barrier. Many people lack the skills or time to accurately identify and describe what they need.
This is where the generic request comes in: it only asks for a title and a description—attachments optional—of the issue.
The reality of ITSM service demand
Imagine you’re a user with a problem preventing you from working normally. Your computer won’t start, or the application you use daily for your tasks isn’t functioning. You’re in the middle of a critical task, and the last thing you need is to waste time figuring out which category or request type best describes your issue.
At that moment, your priority isn’t categorizing the issue. What you really need is to communicate your problem to someone who can understand and resolve it.
The tool the user needs at this moment—and the focus of this article—is the generic request.
Now, consider a scenario where your service desk operates with a support email or phone line. The level 1 agent handling the query might not know what information to collect.
In such cases, the most operationally efficient solution might not be to ask the user to register their issue or to spend valuable time figuring out the best ticket type. Sometimes, the best approach is to log a generic request and document everything the user explains.
How does this work?
A generic request is an open gateway that allows any user to communicate a problem or need. It eliminates the need to understand technical jargon or internal organizational processes. By offering this option in the portal, you ensure that any call, communication, or user request is recorded immediately.
Even if the initial description is vague or the details incomplete, the important thing is that the user’s issue is already on the support team’s radar.
Once the generic request is logged, a service desk agent can classify it appropriately. This may involve asking additional questions, conducting further investigation, or creating related, more specific tickets that better reflect what’s needed.
These additional tickets might be incidents or service requests. Once resolved, they will have addressed the user’s original service demand.
The key is ensuring the original ticket remains the primary communication channel with the user. This guarantees that no context is lost and that the user doesn’t feel ignored or poorly managed.
Alignment with ITIL best practices
This approach aligns perfectly with ITIL (Information Technology Infrastructure Library) best practices, which emphasize the importance of user experience (UX) and effective demand management.
ITIL reminds us that the purpose of a service desk is to serve as the central point of contact between users and the IT organization. Part of this service is making life easier for the user, not more complicated.
A key ITIL principle is to “Keep it simple and practical.” This doesn’t just mean resolving problems but also ensuring the process for reporting those problems is as painless as possible.
ITIL advocates for all communications to be logged and addressed, meaning no issue—no matter how small or undefined—should be ignored. A generic request aligns with this philosophy by ensuring the user’s voice is always heard, regardless of their ability to categorize or technically describe their issue.
Conclusion
The ultimate goal of any service desk should be to provide users with quick and efficient solutions, allowing them to return to their tasks with minimal disruption. By offering a generic request option in the user portal, we remove a potential barrier for users who may feel overwhelmed by the need to categorize their issue or lack the time to do so.
At the end of the day, the true measure of success in service management is user satisfaction. Facilitating communication, reducing friction in the request process, and ensuring that every issue is logged and addressed are fundamental steps toward achieving this goal.
While specific forms are useful and necessary for collecting the right information for certain request types, we must not underestimate the value of simplicity and accessibility. The generic request is an inclusive option that aligns with ITIL’s best principles, promoting user-centered, efficient, and truly accessible service management.
