ITSM ordering processes: 4 steps to save you time and money

Why you should optimize your ITSM ordering process

Customer satisfaction comes first in ITSM ordering processes. The primary goal of an optimized ordering process is to guarantee your customers a pleasant shopping experience. However, it is just as important to use automation to simplify and shorten your internal work processes. The most important factors are: Comprehensibility, transparency and speed.

We will show you in 4 steps how to save time and money with an optimized ITSM ordering process:

Step 1: Informing

Don't leave any questions about your product or services unanswered.

What services are available? What do they do?

Comprehensible descriptions help your customers to understand what exactly the individual services include. In addition, it should be clear how and where the products can be ordered. Set up a well-structured self-service portal, including a service catalog tailored to your customers.

Step 2: Ordering

With the help of the catalogue, for example, ready-made bundles can be displayed as well as special selection fields, such as the memory size of a hard disk. Non-IT services can also be integrated into the catalogue. At the end of the ordering process, the order can also be managed in the shopping cart.

Communicate to your customers whether they meet all the requirements for ordering. Inform them if there are differences for different locations or at a hierarchical level and avoid unfulfillable desires, e.g. through authorization restrictions. Another important point in terms of transparency is the costs.

Are there costs? If so, for whom?

You should communicate just as transparently about times and procedures.

When exactly will which service be provided?

A date that is realistic for you and can be met also ensures security and satisfaction for your customers.

Step 3: Approval

Often, for internal orders, another step is needed between order and delivery. You can automate this through an internal workflow by answering the following questions:

Does the order have to be approved? Who has to approve it? How is the approval done and is the customer informed about it?

The approval itself can be sent quickly and easily, e.g. as an e-mail to the responsible contact person. Then they have the option, for example, of approving the order directly or, in a further step, editing the shopping basket first. It is important to always remain transparent. Keep your customers informed about the status or approval of their order.

Step 4: Delivery and instructions

The final step of our ITSM ordering process is primarily about the delivery of services, with good knowledge management playing an equally important role here:

How is the service received by the customer? And what exactly does it include?

In a description of the order, all contents should be mentioned in detail. Pre-installed software, for example, should be listed as well as the hardware itself. This way, your customers know that their order is complete. In addition, there is the instruction in the service ordered:

How do I use the service? What do I need to know? Where can I find instructions or help?

In your self-service portal, instructions or tutorials should be easy to find so that your customers can first help themselves as easily as possible before they contact your responsible customer service.


An optimized ITSM ordering process offers services that are as simple as possible for you and your customers. Through a high degree of transparency, you create trust and avoid time-consuming queries.

It is also crucial that responsibilities and timelines within the ordering process are clear. Due to the multitude of customization options, fluid workflows are crucial. Because the smoother the process, the faster you can deliver to your customers.

In order to achieve maximum customer satisfaction both within and outside the company, we recommend testing the ordering process by means of pilot operations before release so that errors can be eliminated directly if necessary. A bonus: With Serviceware Processes you can additionally manage your warehouse and your costs - across departments.

Learn more about optimizing your ITSM ordering process.


Written by Serviceware

Sharing expertise on excellent Enterprise Service Management.

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