Creating a service request is the starting point for both the Service Desk and On Demand Work applications. Both applications apply the appropriate Service Level Agreement (SLA) to the service request in order to address the request.
Service requests can cover any service an employee may need: copying, catering, travel arrangements, maintenance, and so on. Service requests with the specific type of "maintenance" are handled by the On Demand Work application; all other service requests are handled by the Service Desk application.
Whereas the Service Desk application manages the requested work by routing the service request itself, the On Demand Work application manages the requested work by generating work requests and work orders from the initial service request.
The following table compares the applications:
| Feature | Service Desk | On Demand Work |
| Automates work functions. | Targets the work functions of the services group. | Targets the work functions of the maintenance group |
| Includes Service Level Agreements that define workflow. |
Configurable workflow includes general tasks, such as approvals, service provider acceptance and issuance, and satisfaction surveys. The system tracks what gets done. |
Configurable workflow includes maintenance-specific tasks, such as dispatching, estimating and scheduling work, and estimation approvals. The system tracks what gets done and how it is done. |
| Includes Request Types. | Manages a variety of request types in a complete service catalog and supports specific information for each Request Type. | Manages the “maintenance”request type only. |
| Processes user-initiated forms. | Processes service requests only. | Processes service requests and links them to work requests and work orders. |
| Manages and reports on the work of service providers. | Service providers are either internal employees or external vendors. | Service providers include work teams, supervisors, and craftspersons, and can be either internal or external. |
Note: If you have not purchased the On Demand application, you should not define service level agreements (SLAs) to handle maintenance request types. Without the On Demand application, you will not have the program features necessary for creating and managing work requests generated from maintenance service requests.