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How to work in field in the IT Service Request

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hello this is brian with stevens data welcome to our video in this video were going to cover a few topics related to the dynamics 365 field service option and so weve got a sandbox here where were going to run through a little bit of a work order creation process and how you schedule the work orders and essentially the work order life cycle its going to be fairly basic but well show you some of the highlights of what field service can do for you and save time and track customer interactions really well i will mention that custom field service and all these customer service features can get rather complex we do have on our team one of our team members is a former microsoft developer within the field service division so while this is a very rudimentary demo we can discuss it in great detail field service as an option for dynamics 365 and just contact us and well have that discussion if youre interested but for now what were going to do is give you some of the basics so to start o

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What is an IT service request?

Service request - A formal user request for something new to be provided. Example: I need a new Macbook. Incident - An unplanned event that disrupts or reduces the quality of a service and requires an emergency response. Example: The website is down!

What is a standard service request in ITIL?

Stolen from the web: ITILs formal definition of service request is a request from a user for information, advice, a standard change, or access to a service. For the companies I have worked with its largely the same. An incident = something is broken/not working.

What is the difference between an incident and service request?

An incident is an error or flaw due to which services cannot be rendered properly. Incident management provides a quick fix or a permanent solution to the issues raised. A service request is raised when the user needs something new or replaced.

What are the different types of ITIL service requests?

Examples of service requests include password resets, software installations, hardware requests, access permissions, account creations, and service configuration changes. ITIL 4 emphasises the importance of efficiently managing service requests to provide a positive user experience and maintain productivity.

What does a field service do?

Field service technicians are essentially problem-solvers. While they may be present for the installation of products, such as a CNC machine or HVAC equipment, their main job is to maintain, repair, and troubleshoot these systems.

What is field work service?

Field service refers to jobs performed out in the field, as opposed to on company property. Field service requires dispatching workers or contractors to specific locations (typically the customers location) to sell, , repair, or maintain equipment or systems.

What is the purpose of a service request form?

Service request forms allow companies to track the work requests they receive to remain as efficient and effective as possible when addressing client needs.

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