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Home > Blog posts > ITM, service desk, Technology > Approval Feature added to ITM Service Desk Portal

Approval Feature added to ITM Service Desk Portal

March 1, 2019

The service desk continues to be a great success as we received 497 requests and resolved 428 requests in February with a completion rate of over 86%. 

This success is also evident from the continued positive reviews and satisfaction ratings you have been giving us. We are proud to report that we were able to maintain our satisfaction rating of 4.9 out of 5 (from a total of 147 requests rated). We truly appreciate your feedback in those reviews as it helps us see what we are doing well and where we can improve. We have been working hard to develop feature updates to increase ITM Service Desk functionality and to further improve our service delivery for you. 

In February, we rolled out Lotus Notes support on the ITM Service Desk portal to better serve your Notes email and database needs. We also added the announcement feature to provide status updates on any service degradation or interruptions to keep staff up to date organization-wide. 

We are happy to announce that we are introducing approvals to the ITM Service Desk and this change will be live on March 1st. 

We will be adding 2 new items on the ITM Service Desk requests catalog under Lotus Notes category: Financial Database Requests and Procurement Database Requests 

Both financial or procurement database requests will have approval workflows to ensure that any requests related to these databases will have the approval from the authorized administrator before they can be transitioned to the support staff to implement. 

Approvers will be notified of any requests via their TRCA email address and will have the ability to approve/reject the request right from their inbox, both on their computers and mobile devices! They will also have the additional capability to see all requests that they have approved, rejected or that are pending for approval from the ITM Service Desk portal . 

This is just the beginning and we can extend this feature for other requests in the future. If you feel your business unit may benefit from this or you have an idea for the ITM Service Desk, please let us know and we will happy to work with you. 

We are very excited for this new update!  

We are even more excited about what we have planned for our Q1 feature updates and can’t wait to share those with you in the coming weeks. 

 

Asif Shah 

IT Technician