Request Management

Deliver an always-on, AI-powered self-service experience for end-users, making it easy to request products, services, and information without any hassle.

Make request management easy with the power of servicely

With Servicely’s Request Management, the old process of filling out forms and waiting for approvals is a thing of the past. Now, employees can easily request products, services, and information through an intuitive, automated system, streamlining the process and reducing delays.
Allow users to quickly resolve requests with AI-powered request fulfilment, without IT involvement.
Access a unified catalog of services across departments for a seamless and consistent experience.
Streamline request handling by automating approval routing and reducing manual tasks.

Supercharge your Request management processes

4x faster request fulfilment

Self-service adoption improved by 50%

Improve self-service resolution by 60%

Elevate employees’ request experience with a 24/7 aI virtual agent

Servicely eliminates the hassle of paperwork, making the request process effortless by bringing all services into one place for seamless access. The AI-powered virtual agent is always ready to assist, providing quick solutions and empowering your team to get tasks done without delay. Plus, the service catalogue offers employees a wide range of services, all streamlined in a single, intuitive interface.
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Speed up fulfilment for even the most complex requests

Requests often demand swift action, whether it’s last-minute onboarding or urgent hardware replacements. Servicely’s AI instantly categorises and routes requests, while the intuitive drag-and-drop workflow builder allows you to configure complex processes across multiple departments. Automated approval workflows remove the hassle of chasing signatures and sending reminders through Teams, Slack, or email, streamlining the entire process for faster, more efficient outcomes.
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Full visibility for end-users and management

Users can easily track the status of their requests, view any roadblocks, and determine if additional information is needed for a rejected request. The platform also offers a comprehensive audit trail, ensuring every step and approval is fully visible and trackable, maintaining transparency, accountability, and compliance at every stage.
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Our Request Management Advantages

Easily add service catalogue items

Quickly update and expand your service catalogue.

Integrated SLAs for requests

Set and track SLAs to ensure timely and efficient request fulfillment.

Place requests and manage approvals via Teams/Slack

Enable seamless request placement and approval management directly within Teams or Slack.

Speed up request fulfilment

Automate workflows to ensure requests are processed and completed with speed.

2-way notifications for users and agents

Keep both users and agents in the loop with real-time updates and notifications.

Reduce IT service management costs

Reduce IT service management costs by automating routine tasks and streamlining workflows.

Easily add service catalogue items

Quickly update and expand your service catalogue.

Integrated SLAs for requests

Set and track SLAs to ensure timely and efficient request fulfillment.

Place requests and manage approvals via Teams/Slack

Enable seamless request placement and approval management directly within Teams or Slack.

Speed up request fulfilment

Automate workflows to ensure requests are processed and completed with speed.

2-way notifications for users and agents

Keep both users and agents in the loop with real-time updates and notifications.

Reduce IT service management costs

Reduce IT service management costs by automating routine tasks and streamlining workflows.
I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.
Platforms Manager
Large Local Council Municipality
Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.
GM of Technology
Telecommunications Service Provider serving 150,000+ customers
Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.
Alem Ceric
Service Desk Leader
Hassell
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.
Ian Parkin
CEO
24x7 Solutions
Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.
VP IT Operations
Healthcare Provider with 350+ Sites & 4,000+ Employees
For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.
Brian Levitt
CIO
Horzion House Aged Care
Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.
Max Wang
Head of Assurance and Service Management
Servicestream
Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.
Shawn Sellar
Head of Service Delivery
News Ltd Australia

FAQs

What is request management?

Request management in ITSM is the process used to address and fulfill service requests from end-users. These requests can vary greatly in nature, but include; requests to access a service/application, new hardware requests, and information requests.

Request management is also applicable in external settings where the organisation is fulfilling requests of customers or vendors.

How can Servicely speed up request management?

Servicely helps speed up service request fulfilment by providing a unified self-service portal for end-users where they can:

  • Interact with the platform’s AI virtual agent to find information and make requests
  • Shop the service catalogue for a range of products and services
  • Automating workflows in the request management process to speed up approval processes, configure conditions for auto-approval, automatically generate POs, and automatically fulfill certain requests
  • Digitise previously paper-based request management process
What are some best practices for service request management?
  • Standardise the request management process to ensure efficiency and consistency.
  • Automate repetitive tasks like ticket routing or software installation to save time.
  • Use a self-service portal with a knowledge base for users to resolve common issues independently.
  • Combine AI and smart automation workflows to fulfill requests without interaction from a service agent.
  • Track key metrics such as response time and user satisfaction to identify areas for improvement.
Do users need a license to log requests?

No.

No license is needed to log requests, use the self-service portal or to interact with the virtual agent via MS Teams, Slack, or WhatsApp. If you're a self-service user, you can report Incidents, log Requests for products, service, and non-standard Requests. Self-service user can easily check on the status of their tickets and browse or query the Knowledge base to find useful Knowledge articles to help them self-solve.

Can I configure complex workflows for requests like employee onboarding or offboarding?

At the core of Servicely is a forms-based workflow platform that allows you to easily and intuitively create workflows to support business processes across the enterprise. The no/low code platform empowers customers to digitise and centralise workflows like employee onboarding into a single system of record giving end to end visibility and reporting for the business process. This helps break down data silos and give end to end visibility.

Many customers today use Servicely to manage their employee on/off boarding processes including complex approval logic and allocation of sub-tasks to various departments responsible for specific tasks.

Can I create different request types from service catalogue items?

Yes.

Servicely sets itself apart as a native no/low code workflow platform, offering unprecedented flexibility to configure your own data models to align perfectly with your business needs. With Servicely, you have the capability to architect a distinct facilities data model, for instance, allowing all facility-related requests to be channelled through the portal and managed by the facilities team independently. This ensures a clear separation between ITSM and other service domains, providing a genuine enterprise service management experience without data overlap.

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