docs.healthdata.beA Request is considered to be the most generic item, can be of any kind, and triggers specific actions depending on the type of request. Requests can lead to Changes, Information returns, Project Initiations. Requests that are identified as being Incidents or Problems, are transferred to the applicable flows and handled there.
Requests are the unified way of dealing with all kinds of end-user demands. It acts as the entry point towards healthdata.be. Requests can arrive from existing and new End-users, Suppliers, internal Staff. The person who is creating/initiating the request, is called the Requestor.
Requests can be associated with Business Programs; Applications; Technical Projects (including Sub-Projects).
The Request Management Process is an end-to-end process, handling:
- receiving and capturing
- classifying
- processing
- closing
of requests.
The Request Management Process links to the following other processes managed by healthdata.be:
- Change Management Process
- Project Management Process
- Incident Management Process
- Configuration Management Process
- SLA Management Process
The Request Management Process is implemented in the following applications used by healthdata.be:
- ServiceNow
- ZenHub
The Request Management Process is interfacing with following applications used by healthdata.be:
- ServiceNow ServicePortal
- DB2 Reporting Process/Tool
- ZenHub
The Request Management Process is owned by:
- Team lead “Services & Support” of healthdata.be.