1. User Story: As a user, I want to be able to request IT services through a self-service portal, so that I can easily access the services I need without having to go through the IT department.
– Precondition: The self-service portal is available and accessible to all users.
– Post condition: Users are able to submit service requests through the self-service portal.
– Potential business benefit: Increased efficiency and reduced workload for the IT department, as users can handle their own service requests.
– Processes impacted: Service request management, incident management, change management.
– User Story description: Users should be able to log in to the self-service portal, browse through available IT services, and submit a request for the desired service. The portal should provide clear instructions and options for different service types.
– Key Roles Involved: Users, IT service desk, service request coordinator.
– Data Objects description: User information, service request details.
– Key metrics involved: Number of service requests submitted through the self-service portal, average time to fulfill service requests.
2. User Story: As a user, I want to receive timely updates on the status of my service requests, so that I can stay informed and plan accordingly.
– Precondition: The IT service management system is capable of sending automated notifications.
– Post condition: Users receive regular updates on the status of their service requests.
– Potential business benefit: Improved user satisfaction and reduced inquiries to the IT department.
– Processes impacted: Service request management, incident management, change management.
– User Story description: Users should receive automated notifications via email or the self-service portal whenever there is a change in the status of their service requests. The notifications should include relevant details and instructions if further action is required.
– Key Roles Involved: Users, IT service desk, service request coordinator.
– Data Objects description: User information, service request details, notification templates.
– Key metrics involved: User satisfaction rating, average time between status updates, number of inquiries to the IT department regarding service request status.
3. User Story: As a user, I want to have access to a knowledge base that provides self-help resources and troubleshooting guides, so that I can resolve common IT issues on my own.
– Precondition: A knowledge management system is in place and populated with relevant content.
– Post condition: Users can access a comprehensive knowledge base for self-help purposes.
– Potential business benefit: Reduced workload for the IT service desk and improved user productivity.
– Processes impacted: Knowledge management, incident management.
– User Story description: Users should be able to search the knowledge base for solutions to common IT issues. The knowledge base should include troubleshooting guides, step-by-step instructions, and frequently asked questions. Users should also be able to provide feedback on the usefulness of the provided resources.
– Key Roles Involved: Users, IT service desk, knowledge base administrator.
– Data Objects description: User feedback, knowledge base articles, search history.
– Key metrics involved: User satisfaction rating with the knowledge base, number of self-resolved incidents, average time to find relevant knowledge base articles.
4. User Story: As a user, I want to have a single point of contact for all IT service-related inquiries and issues, so that I don’t have to navigate through different channels and departments.
– Precondition: A centralized IT service desk is established.
– Post condition: Users have a single point of contact for all IT service-related inquiries and issues.
– Potential business benefit: Improved user experience and streamlined communication with the IT department.
– Processes impacted: Incident management, problem management, service request management.
– User Story description: Users should be able to reach out to the IT service desk through various channels (e.g., phone, email, self-service portal) for any IT service-related inquiries or issues. The service desk should provide timely and accurate responses, escalate issues when necessary, and keep users informed throughout the resolution process.
– Key Roles Involved: Users, IT service desk, incident manager, problem manager.
– Data Objects description: User inquiries, incident records, problem records.
– Key metrics involved: Average time to respond to user inquiries, first-call resolution rate, user satisfaction rating with the service desk.
5. User Story: As a user, I want to have access to a service catalog that provides detailed information about available IT services, including service descriptions, pricing, and service level agreements.
– Precondition: A service catalog management system is in place and populated with relevant information.
– Post condition: Users can access a comprehensive service catalog with detailed information about available IT services.
– Potential business benefit: Improved user understanding of available services and increased transparency.
– Processes impacted: Service catalog management, service level management.
– User Story description: Users should be able to browse through the service catalog to find detailed information about available IT services. The catalog should include service descriptions, pricing information, service level agreements, and any additional terms and conditions. Users should also be able to request services directly from the catalog.
– Key Roles Involved: Users, IT service desk, service catalog manager.
– Data Objects description: Service catalog entries, pricing information, service level agreement templates.
– Key metrics involved: User satisfaction rating with the service catalog, number of service requests submitted through the catalog, average time to fulfill service requests.
6. User Story: As a user, I want to be able to track and manage my IT assets, including hardware and software, so that I can easily identify and resolve any issues or discrepancies.
– Precondition: An IT asset management system is in place and integrated with other IT service management processes.
– Post condition: Users can track and manage their IT assets through a centralized system.
– Potential business benefit: Improved asset visibility, reduced asset-related incidents, and improved compliance.
– Processes impacted: IT asset management, configuration management, incident management.
– User Story description: Users should be able to access a centralized system to view and manage their assigned IT assets. The system should provide information about hardware and software configurations, warranty status, and any associated incidents or changes. Users should also be able to report any discrepancies or issues with their assets.
– Key Roles Involved: Users, IT asset manager, configuration manager, incident manager.
– Data Objects description: User asset records, configuration item records, incident records.
– Key metrics involved: User satisfaction rating with asset management, average time to resolve asset-related incidents, compliance with software licensing.
7. User Story: As a user, I want to have access to a service portal that provides a single entry point for all IT services, so that I can easily find and request the services I need.
– Precondition: A service portal is available and accessible to all users.
– Post condition: Users can access a service portal that provides a single entry point for all IT services.
– Potential business benefit: Improved user experience, increased visibility and utilization of available services.
– Processes impacted: Service catalog management, service request management.
– User Story description: Users should be able to log in to the service portal and find a comprehensive list of available IT services. The portal should provide clear descriptions, pricing information, and any additional details or requirements for each service. Users should also be able to request services directly through the portal.
– Key Roles Involved: Users, IT service desk, service catalog manager.
– Data Objects description: Service catalog entries, pricing information, service request details.
– Key metrics involved: User satisfaction rating with the service portal, number of service requests submitted through the portal, average time to fulfill service requests.
8. User Story: As a user, I want to have access to a self-service password reset functionality, so that I can quickly and securely reset my password without having to contact the IT service desk.
– Precondition: A self-service password reset system is in place and integrated with user authentication mechanisms.
– Post condition: Users can reset their passwords through a self-service functionality.
– Potential business benefit: Reduced password-related inquiries to the IT service desk, increased user productivity.
– Processes impacted: Password management, user authentication.
– User Story description: Users should be able to access a self-service password reset functionality through the self-service portal or other secure means. The functionality should guide users through the password reset process, including identity verification and password creation. Users should also receive confirmation of the password reset and any additional instructions if necessary.
– Key Roles Involved: Users, IT service desk, password management administrator.
– Data Objects description: User password records, password reset confirmation records.
– Key metrics involved: Number of password reset requests, average time to reset passwords, user satisfaction rating with the password reset functionality.
9. User Story: As a user, I want to have access to a mobile application that allows me to submit and track service requests on the go, so that I can easily manage my IT service needs from anywhere.
– Precondition: A mobile application is developed and made available to users.
– Post condition: Users can access a mobile application for service request submission and tracking.
– Potential business benefit: Increased user convenience and accessibility, improved responsiveness.
– Processes impacted: Service request management, incident management, change management.
– User Story description: Users should be able to download and install a mobile application that allows them to submit and track service requests. The application should provide similar functionalities as the self-service portal, including service browsing, request submission, and status tracking. Users should also receive push notifications for important updates or changes to their service requests.
– Key Roles Involved: Users, IT service desk, service request coordinator.
– Data Objects description: User mobile application records, service request details, notification templates.
– Key metrics involved: User satisfaction rating with the mobile application, number of service requests submitted through the application, average time to fulfill service requests.
10. User Story: As a user, I want to have access to a service level agreement (SLA) dashboard that provides real-time visibility into the performance and compliance of IT services, so that I can assess the quality of service and identify any areas for improvement.
– Precondition: SLA monitoring and reporting capabilities are in place.
– Post condition: Users can access a dashboard that provides real-time visibility into SLA performance and compliance.
– Potential business benefit: Improved transparency, increased accountability, and continuous service improvement.
– Processes impacted: Service level management, reporting and analytics.
– User Story description: Users should be able to access a dashboard that displays key performance indicators (KPIs) and metrics related to SLAs. The dashboard should provide real-time updates on SLA compliance, service availability, incident response times, and other relevant metrics. Users should also be able to view historical data and generate reports for further analysis.
– Key Roles Involved: Users, IT service desk, service level manager.
– Data Objects description: SLA records, KPI metrics, performance data.
– Key metrics involved: SLA compliance rate, average incident response time, service availability percentage, user satisfaction rating with SLA performance visibility.
Note: The above user stories are provided as examples and may need to be customized based on specific organizational requirements and priorities.