Abstract:
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.

Description:
FIELD OF THE INVENTION 
       [0001]    The present invention relates to a workflow tool, and more specifically relates to a process and apparatus for managing requests for service. 
       BACKGROUND OF THE INVENTION 
       [0002]    A customer (e.g., a first company) will often approach a provider (e.g., a second company) with a request for service (RFS) to provide a new/updated application, product, or service, or to provide a solution to a problem. Unfortunately, existing RFS process flows are not capable of satisfying the following requirements: 
         [0000]    a) Logical and efficient workflow;
 
b) Expedited processing;
 
c) Contract changes;
 
d) Timely communications;
 
e) Visibility to progress;
 
f) Accurate measurements and reporting;
 
g) Security;
 
h) Complex processes and integrated sub-processes;
 
i) Configurability;
 
j) Flexibility;
 
k) Approval by proxy; and
 
l) Dynamic tracking to service level agreement (SLA) factoring in periods in an On Hold state.
 
         [0003]    Accordingly, there is a need for a RFS process flow that addresses these and other requirements. 
       SUMMARY OF THE INVENTION 
       [0004]    The present invention relates to a process and apparatus for managing requests for service. 
         [0005]    A first aspect of the present invention is directed to a process for managing requests for service, comprising: 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 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. 
         [0006]    A second aspect of the present invention is directed to a system for managing requests for service, comprising: a system for setting at least one key control point (KCP) in each of a plurality of steps of a request for service (RFS) process; a system for outputting a key control indicator (KCI) for at least one of the KCPs; and a system for performing process control validation testing for at least one of the KCPs. 
         [0007]    A third aspect of the present invention is directed to a process for managing requests for service, comprising: setting at least one key control point (KCP) in each of a plurality of steps of a request for service (RFS) process; 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. 
         [0008]    A fourth aspect of the present invention is directed to a program product stored on a computer readable medium for managing requests for service, the computer readable medium comprising program code for: setting at least one key control point (KCP) in each of a plurality of steps of a request for service (RFS) process; 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. 
         [0009]    A fifth aspect of the present invention is directed to a method for deploying an application for managing requests for service, comprising: providing a computer infrastructure being operable to: set at least one key control point (KCP) in each of a plurality of steps of a request for service (RFS) process; output a key control indicator (KCI) for at least one of the KCPs; and perform process control validation testing for at least one of the KCPs. 
         [0010]    The illustrative aspects of the present invention are designed to solve the problems herein described and other problems not discussed. 
     
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0011]    These and other features of this invention will be more readily understood from the following detailed description of the various aspects of the invention taken in conjunction with the accompanying drawings. 
           [0012]      FIG. 1  depicts a high-level flow diagram of an illustrative process for managing requests for service in accordance with an embodiment of the present invention. 
           [0013]      FIGS. 2-8  depict each of the steps of the high-level flow diagram of  FIG. 1  in greater detail. 
           [0014]      FIG. 9  depicts an illustrative computer system for implementing embodiment(s) of the present invention. 
       
    
    
       [0015]    The drawings are merely schematic representations, not intended to portray specific parameters of the invention. The drawings are intended to depict only typical embodiments of the invention, and therefore should not be considered as limiting the scope of the invention. In the drawings, like numbering represents like elements. 
       DETAILED DESCRIPTION OF THE INVENTION 
       [0016]      FIG. 1  depicts a high-level flow diagram  10  of an illustrative process for managing requests for service in accordance with an embodiment of the present invention. In step S 1 , a customer creates a draft request for service (RFS) and submits the RFS to a provider. In step S 2 , the provider validates and categorizes the RFS. In step S 3 , the provider designs a solution for the RFS. In step S 4 , the provider develops a proposal for the solution and submits the proposal to the customer. In step S 5 , the customer reviews and accepts the proposal. In step S 6 , the provider implements the solution and the customer approves the implementation of the solution. Finally, in step S 7 , the provider and the customer complete the RFS process. Each of steps S 1 -S 7  will be described in greater detail below. 
         [0017]    In the following description, the following definitions are adhered to: 
         [0000]    a) Key Control Point (KCP)—A key control point (KCP) is a position in the process at which an action must be completed in order to ensure the integrity of the process. A KCP requires an associated action be performed completely, accurately, with authorization, and within agreed timeframes, before the process can proceed further. KCPs are managed on an ongoing basis.
 
b) Key Control Indicator—A key control indicator (KCI), in the form of a report, is used to help gauge the effectiveness of the control mechanisms (including KCPs). KCIs determine whether control mechanisms are operating as designed. KCIs are captured and managed throughout the process by management reports which indicate that further action is required to move them to the next stage. These reports help the process owner identify exceptions or unexpected time lags in the process.
 
c) Process Control Validation—Validation testing to determine whether control mechanisms (including KCPs) are operating as designed, which includes inspection of transactions and activities at KCPs. This enables the process owner to perform validation testing on an ongoing basis.
 
         [0018]    Step S 1  of  FIG. 1  is depicted in greater detail in  FIG. 2 . Step S 1  includes a step S 1   a , in which a draft RFS is created by the customer, and a step S 1   b , in which the customer submits the RFS to the provider. Step S 1  further includes a key control point KCP 1  as described in the following table: 
         [0000]                                    Key Control   Key Control   Process Control       Point (KCP)   Indicator (KCI)   Validation Testing                   KCP1 - Submit RFS   RFS in draft   Verify that all mandatory               information has been provided                    
The KCI associated with KCP 1  indicates that the RFS is in draft form. The associated process control validation testing verifies that all mandatory information has been provided in the RFS.
 
         [0019]    Step S 1  also includes a communicate requirement C 1  as described in the following table: 
         [0000]                                            To Whom       Communicate   How   (e.g., Dept. or Person)                   C1 - Submit RFS   Automatic, standard   Customer Project Manager           communication                    
To this extent, the RFS is automatically communicated to a project manager (PM) of the customer (or other appropriate individual(s)), for approval and submission to the provider. Communication can be provided in any suitable manner (e.g., via email, intranet, hardcopy, etc).
 
         [0020]    Step S 2  of  FIG. 1  is depicted in greater detail in  FIG. 3 . Step S 2  includes a step S 2   a , in which the RFS received by the provider is validated, and a step S 2   b , in which the RFS is categorized. Step S 2  further includes key control points KCP 2  and KCP 3  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                 Key Control 
                 Process Control 
               
               
                 Key Control Point (KCP) 
                 Indicator (KCI) 
                 Validation Testing 
               
               
                   
               
             
             
               
                 KCP2 - Validate RFS 
                 RFS in Initiation/ 
                 Verify that forms have 
               
               
                   
                 Under Review 
                 been properly prepared 
               
               
                   
                 RFS in Initiation/ 
               
               
                   
                 Returned 
               
               
                 KCP3 - Categorize RFS 
                   
                 Verify that all mandatory 
               
               
                   
                   
                 information has been 
               
               
                   
                   
                 provided 
               
               
                   
               
             
          
         
       
     
         [0021]    The KCIs associated with KCP 2  indicate that the RFS is in initiation and under review or is in initiation and has been returned. The associated process control validation testing verifies that all forms associated with the RFS have been properly prepared. The process control validation testing associated with KCP 3  verifies that all mandatory information has been provided. Note that a KCP (e.g., KCP 3 ) need not have an associated KCI. Further, a KCP (e.g., KCP 2 ) can have a plurality of KCIs. 
         [0022]    Step S 2  also includes a communicate requirement C 2  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                   
                 To Whom 
               
               
                 Communicate 
                 How 
                 (e.g., Dept. or Person) 
               
               
                   
               
             
             
               
                 C2 - Categorize RFS 
                 Automatic, standard 
                 Customer PM 
               
               
                   
                 communication 
                 Provider contact 
               
               
                   
                   
                 Others (if necessary) 
               
               
                   
               
             
          
         
       
     
       In this case, the categorization of the RFS is automatically communicated to a customer PM, a provider contact, and other necessary person(s), if any. 
       [0023]    Step S 3  of  FIG. 1  is depicted in greater detail in  FIG. 4 . Step S 3  includes a step S 3   a , in which the RFS is assigned to a solutioner, a step S 3   b , in which a solution for the RFS is submitted for department peer review, a step S 3   c , in which the solution is submitted for technical design authority (TDA) review, and a step S 3   d , in which the solution is submitted for delivery assurance review. Step S 3  can also include a step S 3   e , in which a request for quote (RFQ) is submitted to a third party to develop a part/all of the solution, and a step S 3   f , in which the RFQ is provided by the third party to the provider. Multiple RFQs can be submitted to one or more third parties. 
         [0024]    Step S 3  further includes key control points KCP 4 -KCP 7 , and possibly KCP 8 , as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                 Key Control Point (KCP) 
                 Key Control Indicator (KCI) 
                 Process Control Validation Testing 
               
               
                   
               
             
             
               
                 KCP4 - Dept. peer review 
                 RFS solution ready for 
                 Assign to a named individual 
               
               
                   
                 department peer review 
                 Verify technical information 
               
               
                   
                   
                 Peer review of technical &amp; 3 rd  party 
               
               
                   
                   
                 solution 
               
               
                 KCP5 - TDA review 
                 RFS solution ready for TDA 
                 Assign to a named individual 
               
               
                   
                 Review 
                 Verify that peer review has been 
               
               
                   
                   
                 completed 
               
               
                   
                   
                 TDA review of technical &amp; 3 rd  party 
               
               
                   
                   
                 solution 
               
               
                 KCP6 - Delivery assurance 
                 RFS solution ready for 
                 Verify that TDA review has been 
               
               
                 review 
                 delivery assurance review 
                 completed 
               
               
                   
                   
                 Verify solution quality 
               
               
                 KCP7 - Proposal 
                 RFS solution in proposal 
                 Verify that all technical reviews have 
               
               
                 Development 
                 development 
                 been completed 
               
               
                   
                   
                 Verify that RFQ has been provided (if 
               
               
                   
                   
                 necessary) 
               
               
                 KCP8 - RFQ 
                 RFS in Solution Design/Work 
                 Verify that correct information has 
               
               
                   
                 in Progress 
                 been provided 
               
               
                   
                 RFS awaiting 3 rd  party quote 
               
               
                   
                 RFS RFQ provided 
               
               
                   
               
             
          
         
       
     
         [0025]    The KCI associated with KCP 4  indicates that the RFS solution is ready for department peer review. The associated process control validation testing submits the solution to a named individual who is responsible for managing the department peer review, verifies the technical information in the solution, and provides a peer review of the technical and any 3 rd  party solution. 
         [0026]    The KCI associated with KCP 5  indicates that the RFS solution is ready for TDA review. The associated process control validation testing submits the solution to a named individual who is responsible for managing the TDA review, verifies that the peer review has been completed, and provides a TDA review of the technical and any 3 rd  party solution. 
         [0027]    The KCI associated with KCP 6  indicates that the RFS solution is ready for delivery assurance review. The associated process control validation testing verifies that the TDA review has been completed, and verifies the quality of the solution. 
         [0028]    The KCI associated with KCP 7  indicates that the RFS solution is in proposal development. The associated process control validation testing verifies that all technical reviews have been completed, and that a RFQ from a 3 rd  party (if necessary) has been provided. The latter requirement corresponds to KCP 8  RFQ. Specifically, the KCIs associated with KCP 8  indicate that: the RFS is in Solution Design/Work in Progress; the RFS is awaiting a 3rd party quote; and the RFQ has been provided. The associated process control validation testing verifies that correct information has been provided. 
         [0029]    Step S 3  also includes several communicate requirements C 3 -C 6 , and possibly C 7 -C 8 , as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                   
                 To Whom 
               
               
                 Communicate 
                 How 
                 (e.g., Dept. or Person) 
               
               
                   
               
             
             
               
                 C3 - Ready for dept. peer 
                 Automatic, standard 
                 Named individual 
               
               
                 review 
                 communication 
               
               
                 C4 - Ready for TDA review 
                 Automatic, standard 
                 Named individual 
               
               
                   
                 communication 
               
               
                 C5 - Ready for delivery 
                 Automatic, standard 
                 Delivery Assurance 
               
               
                 assurance review 
                 communication 
                 contact 
               
               
                 C6 - Ready for project 
                 Automatic, standard 
                 Provider project 
               
               
                 manager review 
                 communication 
                 manager (PM) 
               
               
                 C7 - Request RFQ 
                 Automatic, standard 
                 3 rd  party contact 
               
               
                   
                 communication 
               
               
                 C8 - RFQ provided 
                 Automatic, standard 
                 Provider contact 
               
               
                   
                 communication 
               
               
                   
               
             
          
         
       
     
         [0030]    Step S 4  of  FIG. 1  is depicted in greater detail in  FIG. 5 . Step S 4  includes a step S 4   a , in which the proposed solution is submitted to a provider project manager (PM) for review, a step S 4   b , in which the solution is finalized, a step S 4   c , in which pricing of the solution is provided, a step S 4   d , in which a proposal for the solution is prepared, a step S 4   e , in which proposal is approved, and a step S 4   f , in which the proposal is released to the customer. 
         [0031]    Step S 4  further includes key control points KCP 9 -KCP 13  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                 Key Control Point (KCP) 
                 Key Control Indicator (KCI) 
                 Process Control Validation Testing 
               
               
                   
               
             
             
               
                 KCP9 - Ready for PM Review 
                 Proposal ready for PM 
                 Verify that correct information has 
               
               
                   
                 review 
                 been provided 
               
               
                 KCP10 - Finalize Solution 
                   
                 Verify that correct information has 
               
               
                   
                   
                 been provided and finalize updates as 
               
               
                   
                   
                 necessary 
               
               
                   
                   
                 Finance &amp; Planning (F &amp; P) pricing 
               
               
                   
                   
                 required? 
               
               
                 KCP11 - Price Solution 
                 Solution requiring F &amp; P 
                 Verify that all approvals have been 
               
               
                   
                 pricing 
                 provided 
               
               
                   
                   
                 Verify that all correct information has 
               
               
                   
                   
                 been provided 
               
               
                 KCP12 - Approve Proposal 
                 Proposal awaiting 
                 Verify that pricing has been provided 
               
               
                   
                 Contracts &amp; Negotiations 
                 Verify that the proposal has been 
               
               
                   
                 (C &amp; N) approval 
                 properly prepared 
               
               
                 KCP13 - Release Proposal 
                 Proposal awaiting final 
                 Verify that C &amp; N approval has been 
               
               
                   
                 provider approval &amp; release 
                 obtained 
               
               
                   
                   
                 Option to select approval level 
               
               
                   
               
             
          
         
       
     
         [0032]    The KCI associated with KCP 9  indicates that the proposed solution is ready for review by the provider PM. The associated process control validation testing verifies that the correct information has been provided. 
         [0033]    The process control validation testing associated with KCP 10  verifies that correct information has been provided. Further, it determines if Finance &amp; Planning (F &amp; P) pricing is required. If not, flow step S 4   c  is skipped. 
         [0034]    The KCI associated with KCP 11  indicates that the solution for the RFS requires F &amp; P pricing. The associated process control validation testing verifies that all approvals have been provided and that all correct information has been provided 
         [0035]    The KCI associated with KCP 12  indicates that the proposal is awaiting Contracts &amp; Negotiations (C &amp; N) approval. The associated process control validation testing verifies that pricing has been provided and verifies that the proposal has been properly prepared. 
         [0036]    The KCI associated with KCP 13  indicates that the proposal is awaiting final provider approval and release. The associated process control validation testing verifies that C &amp; N approval has been obtained and provides an option to select approval level. 
         [0037]    Step S 4  also includes several communicate requirements C 9 -C 11  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                   
                 To Whom 
               
               
                 Communicate 
                 How 
                 (e.g., Dept. or Person) 
               
               
                   
               
             
             
               
                 C9 - Price solution 
                 Automatic, standard 
                 F &amp; P 
               
               
                   
                 communication 
               
               
                 C10 - Approve solution 
                 Automatic, standard 
                 C &amp; N 
               
               
                   
                 communication 
               
               
                 C11 - Release proposal 
                 Automatic, standard 
                 Customer PM 
               
               
                   
                 communication 
               
               
                   
               
             
          
         
       
     
         [0038]    Step S 5  of  FIG. 1  is depicted in greater detail in  FIG. 6 . Step S 5  includes a step S 5   a , in which the proposal is categorized for approval by the customer, a step S 5   b , in which internal customer approval is gained, and a step S 5   c , in which the customer approves action by the provider regarding the proposed solution. 
         [0039]    Step S 5  further includes key control points KCP 14 -KCP 16  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                 Key Control Point (KCP) 
                 Key Control Indicator (KCI) 
                 Process Control Validation Testing 
               
               
                   
               
             
             
               
                 KCP14 - Categorize for 
                 Proposal awaiting customer 
                 Verify proposal content 
               
               
                 customer approval 
                 approval 
                 Option to select approval level 
               
               
                 KCP15 - Gain customer 
                 Proposal awaiting customer 
                 Verify that all customer approvals 
               
               
                 approval 
                 approval 
                 have been obtained 
               
               
                 KCP16 - Approve for provider 
                 Proposal awaiting final 
                 Verify that all customer approvals and 
               
               
                 action 
                 customer approval 
                 associated evidence have been 
               
               
                   
                   
                 obtained 
               
               
                   
                   
                 Verify that all mandatory information 
               
               
                   
                   
                 is present and correct 
               
               
                   
               
             
          
         
       
     
         [0040]    The KCI associated with KCP 14  indicates that the proposed solution is awaiting customer approval. The associated process control validation testing verifies the content of the proposal and provides an option to select approval level. 
         [0041]    The KCI associated with KCP 15  indicates that the proposal is awaiting customer approval. The associated process control validation testing verifies that all customer approvals have been obtained. 
         [0042]    The KCI associated with KCP 16  indicates that the proposal is awaiting final customer approval. The associated process control validation testing verifies that all customer approvals and associated evidence have been obtained, and that all mandatory information is present and correct. 
         [0043]    Step S 6  of  FIG. 1  is depicted in greater detail in  FIG. 7 . Step S 6  includes a step S 6   a , in which the customer approved solution is accepted by the provider and is assigned to implementation. Step S 6  further includes a step S 6   b , in which the resources required to implement the solution are assigned, a step S 6   c , in which all key tracking fields for the implementation of the solution are completed, a step S 6   d , in which the solution is implemented by the provider, and a step S 6   e , in which the solution implemented by the provider is approved by the customer. 
         [0044]    Step S 6  includes key control points KCP 17 -KCP 20  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                 Key Control Point (KCP) 
                 Key Control Indicator (KCI) 
                 Process Control Validation Testing 
               
               
                   
               
             
             
               
                 KCP17 - Accept &amp; assign to 
                 Proposal approved by 
                 Verify proposal content &amp; correct approvals 
               
               
                 implementation 
                 customer 
               
               
                 KCP18 - Assign resource 
                 All projects for solution in 
                 Verify and update appropriate tracking fields 
               
               
                   
                 implementation - open or 
               
               
                   
                 awaiting resource 
               
               
                 KCP19 - Implementation 
                 All projects for solution in 
                 Verify and update appropriate tracking fields 
               
               
                   
                 implementation - by status 
               
               
                 KCP20 - Completion 
                 All projects for solution in 
                 Verify that all mandatory fields and 
               
               
                   
                 implementation or 
                 approvals have been gained (including 
               
               
                   
                 implemented 
                 delivery assurance) 
               
               
                   
                   
                 Verify and update appropriate tracking fields 
               
               
                   
               
             
          
         
       
     
         [0045]    The KCI associated with KCP 17  indicates that the proposal has been accepted by the customer. The associated process control validation testing verifies the content of the proposal and the correctness of the approvals. 
         [0046]    The KCI associated with KCP 18  indicates the status (e.g., open or awaiting resource) of the projects associated with the implementation of the solution. The associated process control validation testing verifies and updates the appropriate tracking fields for the projects. 
         [0047]    The KCI associated with KCP 19  indicates the status (e.g., in progress, implemented, completed, closed, cancelled, or on-hold) of the projects associated with the implementation of the solution. The associated process control validation testing verifies and updates the appropriate tracking fields for the projects. 
         [0048]    The KCI associated with KCP 20  indicates that all projects associated with the solution are in implementation or have been implemented. The associated process control validation testing verifies that all mandatory fields and approvals have been obtained (including delivery assurance) and verifies and updates the appropriate tracking fields for the projects. 
         [0049]    Step S 6  also includes several communicate requirements C 12 -C 15  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                   
                 To Whom 
               
               
                 Communicate 
                 How 
                 (e.g., Dept. or Person) 
               
               
                   
               
             
             
               
                 C12 - Accept &amp; assign to 
                 Automatic, standard 
                 Customer PM 
               
               
                 provider implementation 
                 communication 
                 Provider contact 
               
               
                   
                   
                 Others (if necessary) 
               
               
                 C13 - Assign resource 
                 Automatic, standard 
                 Customer PM 
               
               
                   
                 communication 
                 Provider contact 
               
               
                   
                   
                 Others (if necessary) 
               
               
                 C14 - Implementation 
                 Automatic, standard 
                 Customer PM 
               
               
                 complete 
                 communication 
                 Others (if necessary) 
               
               
                 C15 - Customer approval of 
                 Automatic, standard 
                 Provider PM 
               
               
                 implementation 
                 communication 
                 Customer F &amp; P 
               
               
                   
               
             
          
         
       
     
         [0050]    Step S 7  of  FIG. 1  is depicted in greater detail in  FIG. 8 . Step S 7  includes a step S 7   a , in which the provider prepares and sends an invoice for the implemented solution to the customer, a step S 7   b , in which the customer pays the invoice, and a step S 7   c , in which the RFS process is closed and completed. 
         [0051]    Step S 7  includes key control points KCP 21 -KCP 23  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                 Key Control 
                 Process Control 
               
               
                 Key Control Point (KCP) 
                 Indicator (KCI) 
                 Validation Testing 
               
               
                   
               
             
             
               
                 KCP21 - Prepare &amp; send 
                 Proposal ready 
                 Verify that all approvals 
               
               
                 final invoice 
                 for final invoice 
                 have been obtained 
               
               
                 KCP22 - Pay final invoice 
                 Final invoice sent 
               
               
                 KCP23 - Closed/complete 
                 Final invoice paid 
                 Verify that payment 
               
               
                   
                   
                 has been received 
               
               
                   
               
             
          
         
       
     
         [0052]    The KCI associated with KCP 21  indicates that the proposal is ready for final invoice. The associated process control validation testing verifies that all approvals have been obtained. 
         [0053]    The KCI associated with KCP 22  indicates the final invoice has been sent. 
         [0054]    The KCI associated with KCP 23  indicates the final invoice has been paid. The associated process control validation testing verifies that payment for the final invoice has been received. 
         [0055]    Step S 7  also includes several communicate requirements C 12 -C 15  as described in the following table: 
         [0000]    
       
         
               
               
               
             
           
               
                   
               
               
                   
                   
                 To Whom 
               
               
                 Communicate 
                 How 
                 (e.g., Dept. or Person) 
               
               
                   
               
             
             
               
                 C16 - Invoice sent 
                 Automatic, standard 
                 Customer PM 
               
               
                   
                 communication 
               
               
                 C17 - Invoice paid 
                 Automatic, standard 
                 Provider contact 
               
               
                   
                 communication 
               
               
                   
               
             
          
         
       
     
         [0056]      FIG. 9  depicts an illustrative system  100  for managing requests for service in accordance with embodiment(s) of the present invention. The system  100  includes a computer infrastructure  102  that can perform the various process steps described herein. The computer infrastructure  102  is shown including a computer system  104 . 
         [0057]    The computer system  104  is shown as including a processing unit  108 , a memory  110 , at least one input/output (I/O) interface  114 , and a bus  112 . Further, the computer system  104  is shown in communication with at least one external device  116  and a storage system  118 . In general, the processing unit  108  executes computer program code, that is stored in memory  110  and/or storage system  118 . While executing computer program code, the processing unit  108  can read and/or write data from/to the memory  110 , storage system  118 , and/or I/O interface(s)  114 . Bus  112  provides a communication link between each of the components in the computer system  104 . The external device(s)  116  can comprise any device (e.g., display  120 ) that enables a user to interact with the computer system  104  or any device that enables the computer system  104  to communicate with one or more other computer systems. The program code includes an RFS managing system  130  for managing requests for service from a customer  132  as described in detail above with reference to  FIGS. 1-8 . The RFS managing system  130  includes a KCP system  134  for setting at least one KCP in each of a plurality of steps of a RFS process, a KCI system  136  for outputting a KCI for at least one of the KCPs, and a validation testing system  138  for performing process control validation testing for at least one of the KCPs. 
         [0058]    The computer system  104  can comprise any general purpose computing article of manufacture capable of executing computer program code installed by a user (e.g., a personal computer, server, handheld device, etc.). However, it is understood that the computer system  104  is only representative of various possible computer systems that may perform the various process steps of the invention. To this extent, in other embodiments, the computer system  104  can comprise any specific purpose computing article of manufacture comprising hardware and/or computer program code for performing specific functions, any computing article of manufacture that comprises a combination of specific purpose and general purpose hardware/software, or the like. In each case, the program code and hardware can be created using standard programming and engineering techniques, respectively. 
         [0059]    Similarly, the computer infrastructure  102  is only illustrative of various types of computer infrastructures that can be used to implement the present invention. For example, in one embodiment, the computer infrastructure  102  comprises two or more computer systems (e.g., a server cluster) that communicate over any type of wired and/or wireless communications link, such as a network, a shared memory, or the like, to perform the various process steps of the invention. When the communications link comprises a network, the network can comprise any combination of one or more types of networks (e.g., the Internet, a wide area network, a local area network, a virtual private network, etc.). Regardless, communications between the computer systems may utilize any combination of various types of transmission techniques. 
         [0060]    It is understood that some of the various systems shown in  FIG. 9  can be implemented independently, combined, and/or stored in memory for one or more separate computer systems that communicate over a network. Further, it is understood that some of the systems and/or functionality may not be implemented, or additional systems and/or functionality may be included as part of the system  100 . 
         [0061]    It is understood that the invention further provides various alternative embodiments. For example, in one embodiment, the invention provides a computer-readable medium that includes computer program code to enable a computer infrastructure to carry out and/or implement the various process steps of the present invention. It is understood that the term “computer-readable medium” comprises one or more of any type of physical embodiment of the program code. In particular, the computer-readable medium can comprise program code embodied on one or more portable storage articles of manufacture (e.g., a compact disc, a magnetic disk, a tape, etc.), on one or more data storage portions of a computer system, such as the memory  110  and/or storage system  118  (e.g., a fixed disk, a read-only memory, a random access memory, a cache memory, etc.), and/or as a data signal traveling over a network (e.g., during a wired/wireless electronic distribution of the program code). 
         [0062]    In another embodiment, the invention provides a business method that performs the process steps of the invention on a subscription, advertising, and/or fee basis. A service provider can create, maintain, support, etc., a computer infrastructure, such as the computer infrastructure  102 , that performs the process steps of the invention for one or more customers. In return, the service provider can receive payment from the customer(s) under a subscription and/or fee agreement and/or the service provider can receive payment from the sale of advertising space to one or more third parties. 
         [0063]    In still another embodiment, a computer infrastructure, such as the computer infrastructure  102 , can be obtained (e.g., created, maintained, having made available to, etc.) and one or more systems for performing the process steps of the invention can be obtained (e.g., created, purchased, used, modified, etc.) and deployed to the computer infrastructure. To this extent, the deployment of each system can comprise one or more of (1) installing program code on a computer system, such as the computer system  104 , from a computer-readable medium; (2) adding one or more computer systems to the computer infrastructure; and (3) incorporating and/or modifying one or more existing systems of the computer infrastructure, to enable the computer infrastructure to perform the process steps of the invention. 
         [0064]    As used herein, it is understood that the terms “program code” and “computer program code” are synonymous and mean any expression, in any language, code or notation, of a set of instructions intended to cause a computer system having an information processing capability to perform a particular function either directly or after either or both of the following: (a) conversion to another language, code or notation; and (b) reproduction in a different material form. The program code can be embodied as one or more types of program products, such as an application/software program, component software/a library of functions, an operating system, a basic I/O system/driver for a particular computing and/or I/O device, and the like. 
         [0065]    The foregoing description of the preferred embodiments of this invention has been presented for purposes of illustration and description. It is not intended to be exhaustive or to limit the invention to the precise form disclosed, and obviously, many modifications and variations are possible.