Request management

The key elements are as follows:

• Hardware requests: Users submit their requests for IT equipment through a designated approval person or web-based request system. The request is then submitted and follows the approval workflows to enable control and accountability for spending and standards. At any stage of the approval process, the requester should be able to find out the status of the request. It is the best practice to limit equipment choices to a maximum of three for any type of equipment. This enables the support team to maintain a limited parts inventory on-site. It also allows them to focus their training and proficiency objectives on only three machines every year. It also lowers costs while decreasing the technical complexity of supporting a wide array of systems and peripherals. This also lowers demand for Help Desk support.

When fulfilling hardware requests, all associated equipment required to make the equipment functional should also be included. For example, a request for a laptop would also include everything a user requires to make the laptop work for them: a monitor, a mouse, a keyboard, and docking station. Any standardized software packages required by the user's job function should also be included.

• Software requests: Software requirements should be included with the initial request. Software is often purchased at a discounted rate as part of the procurement arrangement with your vendor. Software is also sometimes loaded by that vendor prior to delivery or may be part of the requested standard image, based on the user's role. These standardized bundles also help control costs while improving supportability.

Another best practice is that a team, not an individual, handle procurement requests. If your organization is medium-sized or bigger, there will be many moves and changes coming in the course of a year. A team ensures coverage at all times.

The approvals process involves the following:

• Budget: Your budget must always be closely monitored. Fail in this and the results are serious consequences for approvers, and the organization. Costs change, as do support requirements. Ensure that the budget is always flush.
• No delays: The approval process itself is a frequent cause of delays in procuring required equipment. Again, if an individual is handling these requests instead of a team, expect delays. Life happens, as does work. Frequently, there are conflicts between the two. To avoid delays, have an automated process to forward the request for approval to another team member or to a more senior approver. Setting this contingency up within your procurement process will allow your organization to meet its SLAs (service-level agreements). Even in a manual process, a copy of the request for approval can be sent up a level. It is critical that the procurement team monitors all requests and reports regularly on turnaround time. Departments or individuals causing too many delays should be reviewed, and solutions to the problems must be identified and implemented.
• Stock: A key component of any effective asset management process allows approvers to verify whether or not a requested item is available in-house, sometimes called reuse or re-harvest. This helps avoid unnecessary purchases. If requested equipment or software must be purchased or leased, health checks must be in place within the change management process to ensure all assets (hardware/software) on order are compatible with organizational policies. The change management process can also verify that incoming orders will not be affected by near-term strategic or organizational changes.
• New hires: It is essential that the acquisition process expedites equipping new hires. Standard new hire approvals must provide furniture and IT equipment essential to the employee's task. The Human Resources (HR) department should coordinate equipment assignments with procurement.
• Denied: When approval is denied, communication to both the requester and the procurement or finance team is essential. This must happen quickly.