Service request

The starting point for ITIL processes, the service request is used to structure the user demand and centralize the tracking information:

  • Description of the application
  • priority
  • categorization
  • Description of services requested

Follow-up of the application

The REQUEA solutions allow you to set up demand monitoring processes and in particular:

  • Allocation of demand
  • Creation or routing to incidents, problems or change requests
  • Follow-up of past times

SLA (Service Level Agreement)

The REQUEA solutions integrate an SLA tracking engine which allows:

  • Measurement of the time spent via configurable counters
  • Calculation of contractual SLA limits
  • Suspension of time counters
  • Sending alerts
  • Calculation of times according to working hours, public holidays
  • Multi-time zone support, multi calendar (holidays)