Service Requests

Facilities service requests, or work orders, typically involve work outside of routine maintenance that does not involve a change in space use or space classification, require professional engineering, or permitting. Examples might include;

  • Installation, service and repair of certain departmental or laboratory equipment.  Moving and furniture installation.
  • Minor upgrades required to meet departmental program changes not resulting in a change of egress path, reconfiguration of walls, doors or openings.
  • Minor non-scheduled tasks such as replacing light bulbs, repair a small plumbing leak, or request temperature adjustment (too hot/cold).
  • Limited installation of additional electrical outlets or lights.
  • Non-common area painting and carpeting and painting beyond the planned maintenance cycle.
  • Cleaning and support services for an event.

A computerized maintenance management system (CMMS) or other work order request system is often used to enable office occupants to submit such requests. The system allows the request to be routed to the appropriate service provider, assigned, work completed, requestor notified, and closed out for tracking & reporting.

Service Requests.Leaking Pipe

Service Requests.LightbulbsService Requests.Cubicle Furniture
Some requests may be of an urgent nature, and need to be prioritized for prompt response. Most modern CMMS or work order systems allow for automatic or manual prioritization, assigning an appropriate service level priority. In general, all service requests will be assigned a service level priority based on a negotiated Service Level Agreement (SLA) performance expectation.

Abraxas works with its clients to establish priorities for work orders (i.e. Normal, Urgent, Emergency) and response time criteria to ensure work requests are given the appropriate level of attention and addressed in an agree-upon time frame.

Service Requests/Work Orders have some common attributes, as shown to the left. These attributes allow requests to be tracked from their initial entry, through assignment and completion. Reporting may include historical request frequencies by category or location, completion performance against SLA expectations, or expenses incurred.

Program-Project Management Overview.Feature-Benefits Ladder