Quickly understand key changes and actionable concepts, written by ITIL 4 contributors. The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
A formal request by a user for any service they require such as the installation of new software, change of hardware, or replacement of a component is called a service request. The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service.”
The process of fulfilling the requests made is called request fulfillment. The objectives of ITIL service request fulfillment are as follows: Make the users aware of the availability of existing services and the procedure to request them
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined. The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
The following are some best practices that IT teams can leverage using an IT service desk tool for an efficient service request management process:. Prioritize tickets by leveraging automation in the service desk. With a priority matrix, IT teams can determine the priority of a request automatically based on its impact and urgency.
The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service.” In this article, we will learn about the various aspects of ITIL service request fulfillment such as objectives, scope, processes, sub-processes, etc.
ITIL Service Request fulfillment thus makes the users aware of the availability of existing services. The procedure to request them and creates a separate channel through which users can request and receive the required service that has been granted prior approval. Obtaining and delivering the requested standard services on time provides assistance with general information requests and complaints. Learn more about the ITIL 4 skills and best practices with ITIL 4 Foundation certification, and give yourself a chance to excel in the IT Service Management industry.
Sometimes the user may need to seek further approvals from a specific department to ensure that the request is in accordance with certain laid down standards or parameters. There should be an option in request fulfillment to define and check the necessity of such approvals.
If the response team is unable to fulfill the service request, an alternate path to escalate the request further should be taken
A company will have several hundred service requests per day. It becomes tough to manage all of them unless there is a standardized model to outline and classify the request. The service request model should be built in such a way so as to consider the parameters mentioned below.
After the service has been fulfilled, it needs to be referred back to the service desk so that the request can be closed and the request can be marked as solved. The service desk needs to ensure that the user is satisfied with the way the request has been solved before it can be marked as closed.
The fulfillment of the service request is dependent on the type of request that is raised. Certain requests can be fulfilled by the service desks themselves whereas some requests may need to be forwarded to specific departments.
A service request in the IT area consists of a formal request made by the client (user) to obtain one of the services offered by the department. Once the customer sends a service request, the IT department receives it in the form of a ticket and proceeds to provide it.
Service requests are requested from the service catalog, accessible to users from the user portal. These two functionalities will bring great value to both the IT department and the users themselves. The IT department can publish the set of products and services and make them available to those users who can request them, and users have an easy system to browse the service catalog and send their requests, thus facilitating their processing.
Browse the service catalog: In the service catalog the user will be able to search among those services that can be requested, preventing a user from being able to request something for which he/she does not have permission.
Provisioning of the request: When the processing of the request is completed, ServiceTonic notifies the requester via email. The requester can also check the status of his/her requests at any time from the user portal.
Request processing: After its submission, or approval, the request is automatically delivered to the department that has to manage and provision it according to the service level agreements agreed with the user for that type of request.
Request Management within the scope of IT Service Management ( ITSM) is perfectly defined in the ITIL best practices, where there are a series of recommendations on how to deal with this process.
Keep high end-user and customer satisfaction levels through efficient and professional handling of all service requests.
In line with the ITIL principle of optimize and automate, some service requests can be completely fulfilled by automation from submission to closure, allowing for a complete self-service experience. This provides huge value in terms of efficiency and effectiveness for the service provider, and a satisfying customer experience.
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not used in response a failure or degradation of service (which are handled as incidents).
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner . Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management. Whether simple or complex, the steps to fulfil the request should be well-known and proven.
Standard changes to services can be initiated and fulfilled as service requests.
Service requests and their fulfilment should be standardized and automated to the greatest degree possible. Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
To ensure the success of the service request process, standardisation of service requests and automation should be treated as a priority.
In line with the ITIL principle of optimize and automate, some service requests can be completely fulfilled by automation from submission to closure, allowing for a complete self-service experience. This provides huge value in terms of efficiency and effectiveness for the service provider, and a satisfying customer experience.
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not used in response a failure or degradation of service (which are handled as incidents).
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner . Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management. Whether simple or complex, the steps to fulfil the request should be well-known and proven.
Standard changes to services can be initiated and fulfilled as service requests.
Service requests and their fulfilment should be standardized and automated to the greatest degree possible. Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.