IT REQUEST (OP-ERP-ITR) - EDITED 250801

OBJECTIVE
1. To define the method how to create and process the IT Request
2. To ensure every request is recorded in a systematic way for tracking and resolution.
SCOPE
1. IT Request is a process by which users within the organization seek assistance or services from the IT Department.
  1. Standard Request
    1. Access (CCTV, Network, Files, Timelogs)
    2. Admin Service
  2. Complex Request
    1. Repair/Maintenance
    2. Training
    3. Product/Service Quote
    4. IT Equipment/Material (In house)
  3. Others (For request types not listed)
DEFINITION
1. An IT Request is a formal submission made through the ERP system to seek assistance, service, or resources from the IT Department. It may include requests for technical support, system access, equipment repair or issuance, software installation, or resolution of IT-related issues. Each IT Request must contain sufficient details and, when necessary, supporting attachments to ensure proper review, categorization, and timely resolution.
REFERENCES

ITR PROCEDURE - WORKFLOW.pdf
RESPONSIBILITY
1. End User - Submits the IT request through the ERP system, providing detailed information and any relevant attachments.
2. End User Manager - Reviews and approves IT requests submitted by end users, ensuring that they are necessary and justified before submission.
3. IT Technical Support - Reviews all IT requests and approves Standard requests. Provides timely technical support for IT-related issues across the organization. Maintains regular communication with requestors, giving updates and ensuring resolution within the agreed timeframe. Escalates complex or unresolved requests to the IT Manager when needed.
4. IT Manager - Approves Complex requests. Provide guidance and support to IT Technical Support staff, especially in handling complex or escalated requests.
5. IT Director - Approves Complex requests. Address any escalated issues from the IT Manager that require executive decision-making.Review and analyze feedback and performance metrics to drive continuous improvement in IT services.
PROCEDURE
1. Create of IT Request
  1. Create IT Requests through the ERP system. Follow the step by step guide (ERP IT Request TM- ERP- 05)
  2. Include detailed information about the issue or request, any relevant attachments, and the desired completion date.
    1. Select/Type MIS - CSC in the Department Field:
    2. Select/Type N/A - IT Request in the following fields:
      1. Customer
      2. SO/JO
      3. Address

Use of ASSIGNED TO - ASSIGN TO USER GROUP
1. Click the branch-specific IT Department to send them a notification.

Processing of Request
1. The IT technical support staff will receive and evaluate the approved request .Executes the designated tasks and updates the status of requests.
  1. Requests requiring special authority or resources will be forwarded to the IT Manager for validation or escalated to the IT Director if it requires executive decision making.
  2. Because IT operates differently, the workflow status in ERPNext has specific meanings for IT Requests (ITRs). Workflow Approval does not apply to IT, so there is no need for Department approval.
  3. Instead, IT staff will regularly scan for ITRs with the status For Review.
    1. When IT clicks Submit for Approval, it signifies that the request has been received by the IT team.
    2. Once the request is marked Approved, it means the task is already ongoing.
    3. At this stage, IT will also specify whether the request is a Standard or a Complex request and will provide an estimated time for completion.
    4. After completing the task, IT will write DONE in the comments section and tag the requestor to notify them of completion.
    5. In emergency situations, requestors are advised to call IT first before creating a ticket
    6. To ensure this is easily maintained -
      1. Filters are configured
      2. The assigned staff are told to check regularly.
  4. Service Level. Requests should be fulfilled within 3 days for standard requests, and within 30 to 45 days for complex/external dependency requests.
    1. Standard Request - Routine IT requests that can be handled entirely within the IT department. These are reviewed and approved by IT Staff.
    2. Complex/External Dependency Requests - Requests that require input, approval, or action from other departments, which may impact the IT department’s ability to meet the three-day closure target. These are reviewed by IT Staff and approved by the IT Manager or IT Director.
    3. TYPES OF REQUESTS
      1. Access (CCTV, Network, Files, Timelogs)
        
        These have to be given within 24 hours.
      2. Admin Service.
        
        Examples: Password reset, Purchase Request, ERPNext and Desktop support
        
        Within 24 hours.
      3. Repair/Maintenance.
        
        For urgent requests, an initial response will be provided within half a day. A response does not necessarily mean the issue is fully resolved, but that a workaround or temporary solution has been proposed and accepted.
        
        Item repairs will follow the Complex Request timeline.
      4. Training
        
        Scheduled within 24 hours, in the next available schedule - within a Month of the request accepted by the Requestor.
      5. Product/Service Quote
      6. IT Equipment/Material (In house)
        
        Responses will be provided within half a day; however, issuances will depend on the availability of the required materials.
      7. Problem Analysis
        
        Must be Scheduled within 24 hours, the task to be scheduled within 2 weeks upon availability of End Users/Requestors.
  5. Downloading ITR reports.
    1. Report Filters:
      1. All ITR
      2. Period of Current Fiscal Year
      3. Add Column: ITR Type
      4. Time Difference (Prepared to Check) - Received
      5. Time Difference (Checked to Approved) - Ongoing
      6. Time Difference (Approved to Done) - Done
    2. If we exceed our Targets for Root Cause Analysis.
2. Collecting Feedback
  1. Conduct a survey to manage and understand requester expectations, enhancing overall satisfaction and driving continuous improvement.
  2. After fulfilling the request, send a survey link to the requestor.
  3. IT Manager: Monitors survey results to ensure consistent and accurate data collection.
  4. IT Director: Reviews analysis results and identifies areas for improvement.
DOCUMENTATION

All action request forms and related documentation should be archived systematically and retained for a minimum of 3 yrs.

The google form version of the IT Request System is replaced by this System.

Created by:	Reviewed by:	Approved by:
Macy Milleza	Emmilyn Requierme	Avegail Mindanao	Justin Aquino