Service Workflow
Activate Services use a standard predefined Workflow process allowing new Services to be created by non-technical staff.
- It is not necessary to create Custom Workflows for each Service
- If required, this Workflow can be customised on implementation to add Approval Steps
- Custom Workflows can be specified for a Service in rare cases that don't fit the standard process
- Standard Escalation and Reminder processes are builtin out of the box
- This process leverages Activates Declarative Workflow engine to make the implementation fast and simple
Standard Approval Process
The standard approval process for a Service is shown below. Options on the Service and information about the user control the workflow process for each individual request.
- The Manager Approval step can be skipped for a specific Service (or class of Services)
- The Financial Approval step can be skipped for a specific Service (or class of Services)
- For example, this can be set so that anything over $XXX requires approval
- The financial approval defaults to the Cost Centre Manager for the users cost centre
- This information is often gathered from an HR or Financial system, however, if this information is not available the User may need to specify who the Approver is
- If there are Service Approvers specified on the Service, then this step is required or it will be skipped
- Once approved the Fulfilment step is completed where the automated process to create/update or delete the Service is done
The Activate Declarative Workflow engine has built in processes for ensuring that Approvals are actioned in a timely manner.
- Approvals are sent immediately by email to approvers
- Users are reminded by email every 2 days that an Approval is waiting on them
- Users can approve requests on the Web Portal, by Email or on their Mobile
- Users can view the entire process and previous approvals directly on the Web Portal
- The Web Portal provides warnings for approvals that are becoming critical or are going to miss an SLA
- The Approver may be required to provide further information when approving a request or a reason when declining it
Find out more about
Catalogue Items
As part of the overall Activate Service Catalogue, Services are highly customisable to meet your business needs
Service Automation
Once a Service is added, changed or removed for a user, the Activate Automation Engine provides the orchestration of the process
