Overview
This article will help App Admins work with Service Owners to design a form which their customers can use to submit requests for work. Forms can range from simple to complex, and for internal department-use only, to customer facing available on the Service Portal. A well designed form will help your team work more effectively to fulfill the request, provide data to visualize actionable insights on business processes.
Form Goals
The primary goals of a Service form are:
- Clearly identify what the service is
- Create a clear, and simple procedure for submitting a request
- Capture information required to fulfill the request
- Document work completed as it progresses
- Communicate progress
- Provide insights on business processes
- Improves consistency in service delivery
Best Practices
- Keep It Simple (KIS): Try and make the form as easy as possible for customers to use.
- Only ask for relevant information
- Keep it as short as possible
- Build a Dynamic Form: Building a dynamic service form allows for collecting the right information at the right time. Define rules which govern displaying pertinent questions based upon responses to previous selections.
Is there any additional information I should know about?
Additional information about related to creating custom attributes, and forms can be found within the following KB articles.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.