View source for IT REQUEST (OP-ERP-ITR) - EDITED 250801

= IT Request (OP-ERP-ITR) =

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== 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.

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== 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.

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== 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.

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== 4. References ==

* [https://drive.google.com/file/d/1WWkH9K52a8b-tUHBt844qa2qVQF072ep/view?usp=sharing ITR Procedure – Workflow (PDF)]

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== 5. Responsibility ==

{| class="wikitable"
|-
! 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.
|}

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== 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 ====

{| class="wikitable"
|-
! 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.

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== 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.

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== Document Control ==

{| class="wikitable"
|-
! Created by
! Reviewed by
! Approved by
!
|-
| Macy Milleza
| Emmilyn Requierme
| Avegail Mindanao
| Justin Aquino
|}