IT Request (OP-ERP-ITR)

1. Objective

To define the method how to create and process the IT Request.
To ensure every request is recorded in a systematic way for tracking and resolution.

2. Scope

IT Request is a process by which users within the organization seek assistance or services from the IT Department.

Standard Request

Access (CCTV, Network, Files, Timelogs)
Admin Service

Complex Request

Repair/Maintenance
Training
Product/Service Quote
IT Equipment/Material (In house)

Others

For request types not listed above.

3. Definition

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.

4. References

ITR Procedure – Workflow (PDF)

5. Responsibility

Role	Responsibility
End User	Submits the IT request through the ERP system, providing detailed information and any relevant attachments.
End User Manager	Reviews and approves IT requests submitted by end users, ensuring that they are necessary and justified before submission.
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.
IT Manager	Approves Complex requests. Provides guidance and support to IT Technical Support staff, especially in handling complex or escalated requests.
IT Director	Approves Complex requests. Addresses any escalated issues from the IT Manager that require executive decision-making. Reviews and analyzes feedback and performance metrics to drive continuous improvement in IT services.

6. Procedure

A. Create IT Request

Create IT Requests through the ERP system. Follow the step by step guide (ERP IT Request TM-ERP-05).
Include detailed information about the issue or request, any relevant attachments, and the desired completion date.
- Select/Type MIS – CSC in the Department Field:
- Select/Type N/A – IT Request in the following fields:
  - Customer
  - SO/JO
  - Address
Use ASSIGNED TO – ASSIGN TO USER GROUP:
- Click the branch-specific IT Department to send them a notification.

B. Processing of Request

The IT technical support staff will receive and evaluate the approved request. Executes the designated tasks and updates the status of requests.
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.
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.
Instead, IT staff will regularly scan for ITRs with the status For Review.
- When IT clicks Submit for Approval, it signifies that the request has been received by the IT team.
- Once the request is marked Approved, it means the task is already ongoing.
- 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.
- After completing the task, IT will write DONE in the comments section and tag the requestor to notify them of completion.
- In emergency situations, requestors are advised to call IT first before creating a ticket.
- To ensure this is easily maintained:
  - Filters are configured.
  - The assigned staff are told to check regularly.

C. Service Level

Requests should be fulfilled within 3 days for standard requests, and within 30 to 45 days for complex/external dependency requests.

Standard Request – Routine IT requests that can be handled entirely within the IT department. These are reviewed and approved by IT Staff.
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.

Types of Requests

Type	Examples	SLA
Access (CCTV, Network, Files, Timelogs)	—	Within 24 hours
Admin Service	Password reset, Purchase Request, ERPNext and Desktop support	Within 24 hours
Repair/Maintenance	Urgent: initial response within half a day. Item repairs follow Complex Request timeline.	Half day (response); Complex timeline (repairs)
Training	—	Scheduled within 24 hours; next available schedule within a Month of request accepted
Product/Service Quote	—	—
IT Equipment/Material (In house)	—	Response within half a day; issuance depends on availability
Problem Analysis	—	Scheduled within 24 hours; task scheduled within 2 weeks upon availability of End Users/Requestors

D. Downloading ITR Reports

Report Filters:

All ITR
Period of Current Fiscal Year
Add Column: ITR Type
Time Difference (Prepared to Check) – Received
Time Difference (Checked to Approved) – Ongoing
Time Difference (Approved to Done) – Done

If targets are exceeded, proceed to Root Cause Analysis.

E. Collecting Feedback

Conduct a survey to manage and understand requester expectations, enhancing overall satisfaction and driving continuous improvement.
After fulfilling the request, send a survey link to the requestor.
IT Manager: Monitors survey results to ensure consistent and accurate data collection.
IT Director: Reviews analysis results and identifies areas for improvement.

7. Documentation

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

The Google Form version of the IT Request System is replaced by this system.

Document Control

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