BPM3 - IT Service Request

Manual Guide

IT Service Request
Manual Guide

1. Flow for IT Service Request process:

a. Inisiasi
b. Review SL1
c. [User Review]
Optional – if ticket created for other user
d. [Area Lead Review]
Optional – for service – sub service that need area lead review
e. [Resource Checking]
Optional – for service – sub service that need resource checking
f. Hierarchy Approval
Approval level depend on selected service-sub service
g. [Budget Owner Approval]
Optional – For service – sub service that need budget owner review
h. Service Owner Approval
i. [Business Owner Approval]
Optional – For service – sub service that need business owner approval
j. [Pre-Delivery]
Optional – For service – sub service that need pre-delivery
k. Delivery
l. CSM Review
m. User Assessment

Note :
- Actor for orange flow activity above is from user’s side.
- Actor for blue flow activity is internal IT team.

2. Initiatian
Actor : All User

Click menu :
https://bpm3.medcoenergi.com/BpmHome/ | Information Services | IT Service Request | Initiation

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Manual Guide

Form below will be displayed:

Fullfill :
a. Request Summary :

- Requester Position
- Location : Location of user’s basis, if user is Jakarta base and on duty in the area, location
field must be fullfilll with Jakarta (MEPI – The Energy).
- On behalf Name : If the ticket is created for other user.
- Process ID Refference : If the ticket creation is triggered by IT Helpdesk & Problem
Resolution or IT Reccuring & HIPO Problem Resolution process.
- Contact Phone : User’s contact number that need the service, for help IT team to contact
user easily – if needed.
- Contact Location : User’s lcoation that need the service, for help IT Team on deliverying the
service – if needed.
- Request Description : Description of the request.

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- Request Justification : Justification of the request.

- Related Party : Impacted party of the request.

b. Request Detail

- Request Packet : Optional, there are request packet to help user to select requested
service easily.
Packet only for select service – sub service. Other information (request type, detail
escription, start and end date, quantity) must be edited manually by clicking Edit button in
each selected service – sub service.
User still possible to add or reduce the service – sub service.
- Service Name : Service list that can be requested.
- Sub Service : Sub service list from the selected service that can be requested.
- Request Type : Request type (New, Update, Replace, Termination)
- Request Detail Description : Brieft description for requested service – sub service
- Expected Date : Expected date of requested service.
- Is Temporary : is requested service temporary or permanent.
- If Is Temporary = YES, please fullfill :
o Temporary Start Date
o Temporary End Date
- Quantity : Quantity of requested service – sub service.

Validation :
Temporary End Date must be >= Temporary Start Date

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Manual Guide

c. Budget Source :

Select budget source for requested service – sub service.

Budget source can be from more than 1 cost center/wbs.
Total percentage from budget source must be 100%.

d. Activity :
- Submit : Submitting tiket to next activity
- Park : Saving the tiket before submitting
- Cancel : Canceling the ticket

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