PROCESS AND APPARATUS FOR MANAGING REQUESTS FOR SERVICE

摘要

The present invention provides a process and apparatus for managing requests for service. A process for managing requests for service in accordance with an embodiment of the present invention includes: receiving a request for service (RFS) from a customer; designing a solution for the RFS; developing a proposal for the solution for the customer; reviewing and accepting the proposal; implementing the solution; approving the implementation of the solution; and completing the RFS process; wherein the RFS process further comprises: setting at least one key control point (KCP) in each of the above-listed steps; outputting a key control indicator (KCI) for at least one of the KCPs; and performing process control validation testing for at least one of the KCPs.