Templates
Managed Service Provider
Service Request Manager Onboarding
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Service Request Manager Onboarding

1
Gather necessary service request management tools
2
Introduction to the service request management system
3
Understanding the service request workflow
4
Familiarize with the types of service requests
5
Training on creating and managing service requests
6
Hands-on exercise on submitting a mock service request
7
Understanding the role and importance of a service request manager
8
Review of the communication process with clients and team
9
Training on handling escalated service requests
10
Training on dealing with urgent requests
11
Practice session on responding to a complex service request
12
Training on reporting and analytics
13
Understanding service level agreements (SLAs) and compliance requirements
14
Hands-on exercise on SLA tracking and reporting
15
Approval: Compliance Familiarity
16
Introduction to the team, roles and responsibilities
17
Allocation of first set of real service requests
18
Discuss escalation path and authority levels
19
Feedback session on handling first set of real service requests
20
Approval: Manager