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What is Process Workflow?

Process workflow in IT Service Management is a function that addresses how a certain process and its status should be solved. Process workflow contains a series of tasks that are carried out based on predefined rules and conditions with the main goal to resolve the issue/achieve a desired business outcome. Service Desk enables setting up the entire process in a way that both parties, the requester and the solver, are aware of what they are supposed to do. One of the examples could be setting a process when a user sends a request “Faulty device”. Service Desk can provide a process in which IT in the administrator portal sets up:

More about Service Desk  Go to all Service Desk features

Example of a Process Workflow in ALVAO

A practical example of a process workflow in ITSM for requesting new hardware could be:

  • Employee Submits Request: The employee logs into the ITSM portal and submits a request for new hardware, such as a laptop.
  • Manager Approval: The request is automatically routed to the employee's manager for approval.
  • IT Review: Once approved, the IT department reviews the request, checks inventory, and selects the appropriate hardware.
  • Procurement and Setup: If the hardware is not in stock, the IT team procures it. Once available, they configure the device with the necessary software.
  • Delivery and Confirmation: The hardware is delivered to the employee, who confirms receipt through the portal, closing the request.