Request Management

Save time, reduce efforts, and enforce consistency with automated request management. 

Request Management infographics

How to optimize the process of requesting and provisioning IT services?

Move out of a chaotic request mess and adopt consistent and cost-effective request management processes.

People receiving requests using separate channel

Maintain a central platform of multi-channel requests

  • Capture service requests from your employees and customers through the channels they choose —online service catalogs, email, or third-party integrated solutions.
  • Consolidate information from multiple channels in one place, so your support agents have all request-related workflows, processes, and communications consistent.
  • Let your IT people communicate with users and teammates using the tool they prefer at the moment, choosing between the web app, mobile app, desktop app, or external applications, such as Slack or Microsoft Teams.
  • Improve collaboration by keeping all the essential things, including the requester information, request history, co Move out of a chaotic request mess and adopt consistent and cost-effective request management processes.
  • Conversation details, and the feedback, easy to find.

Support your support team

  • Save time and sanity of your IT pros for more challenging tasks and shift the fulfillment or standard requests closer to customers.
  • Leverage Alloy Self-Service Portal, a single place for help, available 24/7, in the customers’ native language.
  • Formalize routine IT team activities and maintain IT service catalogs to centralize all services that your organization implements and uses.
  • Deflect repetitive requests and improve user self-service with a searchable Knowledge base.
  • Streamline request submission by gathering all the relevant information via highly customizable smart request submission web forms and wizards.
Request management helps person to work effectively
Priority bars next to SLA agreement and calendar

Stick to SLAs and save business costs

  • Optimize service delivery and set different expectations for different service receivers.
  • Define clear service targets to ensure that customer satisfaction is met, and all requests are fulfilled on time.
  • Stay on schedule and never miss a deadline with automated request prioritization and escalation according to agreed service levels.
  • Report your SLA metric achievement and stick to SLAs with automated Alloy Service Level Management.
  • Keep up with request fulfillment using real-time updates, notifications, and reports, so you can fix minor issues before they become problems.

Automate request approval and fulfillment processes

  • Streamline service delivery and reduce the overall cost of request fulfillment with automation.
  • Automate standard, pre-approved requests. For example, automatically generate pre-approved onboarding requests to provide your new teammates with the IT assets and access required to get started on their first day.
  • Shield resource-consuming requests with proper approval. Speed up approval routine and integrate single or multi-step automated approvals into requests that require approval from authorized parties.
  • Start with ready-to-go request management digital workflows, customize them to satisfy your business logic, or design unique own request fulfillment and automated approval processes.
  • Take control over the time spent on requests and analyze your performance with dashboard charts and informative reports.
Person at desk on top of the request fulfillment gear

The flexibility is endless, this product is capable of doing anything you design. It can output to batch files, automate tasks and digitize forms. The only limitation is your imagination.

Mike Gates Infrastructure Manager, Ibstock PLC
Customer service is an art form of sorts, and Alloy knows the meaning of that. Alloy Software goes above and beyond in support of their product.
Alex OliviaVice President Makita, USA

It’s been instrumental in the growth and support of our clients. Ease of use, customization and fantastic support – no matter the request – make Alloy invaluable

Stephen Mullens Managing Director, SNC Solutions

The team has outstanding product knowledge and throughout the process they have always provided me with the right answers.

Jon HowsonIT Operations Manager, SA Water

I recommend Alloy Software to all my suppliers and clients and feel this is well suited to many companies no matter how large of small.

Graham HiltonManaging Director, Rivertech Limited

Start your trial with Alloy today