Request fulfillment is the process of resolving a customer's service request and refers to managing the entire lifecycle of all service requests. The service desk team is dedicated to responding to and fulfilling requests while delivering the highest level of service support quality to the customer.
The goals of the Request Fulfillment process are: To provide a channel for customers to request and receive standard services for which a pre-defined approval and qualification process exists. To provide information to users and customers about the availability of services and the procedure for obtaining them.
What is request fulfilment in ITIL? Request fulfilment is the process than manages service requests through their lifecycle, from the initial raising of the request through to its closure. Request fulfilment was added as a new process to ITIL V3 with the aim to have a dedicated process dealing with service requests.
The purpose of the request fulfillment process is to separate the common, low-risk requests and expedite them.
Request fulfillment When you mark an item or order as fulfilled from your Shopify admin, the fulfillment service is sent an email with the information they need to fulfill the order for you. If you fulfill orders manually, then you need to open the order and mark the order or item as fulfilled.
ITIL 2011 completely revised the request fulfillment process, breaking it down into 5 sub-processes:Request Fulfillment Support. ... Request Logging and Categorization. ... Request Model Execution. ... Request Monitoring and Escalation. ... Request Closure and Evaluation.
Sub-ProcessesRequest Fulfilment Support.Request Logging and Categorization.Request Model Execution.Request Monitoring and Escalation.Request Closure and Evaluation.
The ability to effectively reduce the bureaucracy involved in requesting and receiving access to existing or new services, Thus also reducing the cost of providing these services. The ability to increase the level of control over requested services through a centralized fulfillment function.
Following are some examples of service request types that you can create: Customer Call....Setting Up Service Request Types.Service Request TypeRelated Action TypesDefective ProductAssignment Advance Replacement Loaner RMA Entry Loaner Return2 more rows
The fulfillment process is integrated with what other processes? The fulfillment process consists of five key steps: (1) receipt of a customer inquiry or RFQ, (2) preparation of a quotation in response to the inquiry, (3) sales order processing, (4) shipping, and (5) billing and payment processing.
The final step in the fulfillment process is the receipt of payment from the customer. The fulfillment process acts as a stand-alone process and cannot be integrated with other processes within an organization.
The first is to receive and store inventory “in-house.” This means you are responsible for taking stock, evaluating the condition of products, labeling, and managing your own inventory system. If you don't want to manage your own inventory, it's possible to outsource these tasks to an order fulfillment partner.
The ability to effectively reduce the bureaucracy involved in requesting and receiving access to existing or new services, Thus also reducing the cost of providing these services. The ability to increase the level of control over requested services through a centralized fulfillment function.
Sub-ProcessesRequest Fulfilment Support.Request Logging and Categorization.Request Model Execution.Request Monitoring and Escalation.Request Closure and Evaluation.
Following are some examples of service request types that you can create: Customer Call....Setting Up Service Request Types.Service Request TypeRelated Action TypesDefective ProductAssignment Advance Replacement Loaner RMA Entry Loaner Return2 more rows
A service request can be deemed as a request by a person to have another person ( or group ) take action to fulfill the request. A change request is a way for a person to declare that there will be a change to the infrastructure.
Usually, the simple requests are fulfilled by 1st Level Support, and others complex ones are forwarded to the specialized Request Fulfillment Groups.
Request Fulfillment is one of the main processes under the Service Operation module of ITIL Framework.
When goes through the Request Lifecycle, the status of that service request changes continuously. Below are those service request statuses and their short description:
The Primary objective of ITIL Request Fulfillment Process is to fulfill Service Requests raised from Users for taking various supportive services, which in most cases are minor (standard) changes.
According to ITIL v3, a service request (or request for service) is “a request from a user for information, advice, a standard change, or access to a service”.
In such cases where approvals are required, the request model should include all appropriate approval steps, along with plans for how the request will be processed once approved and declined.
In case the user is unable to provide any of this within a stipulated time then the Service Request stands to be canceled, and closed by the service desk.
Service Request Fulfilment Groups specialize on the fulfilment of certain types of Service Requests. Typically, 1st Level Support will process simpler requests, while others are forwarded to the specialized Fulfilment Groups.
Objective: ITIL Request Fulfilment aims to fulfill Service Requests, which in most cases are minor (standard) Changes - e.g. requests to change a password or requests for information.
A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. The details of a Request for Service are recorded by Request Fulfilment in a Service Request Record .
Request Fulfilment now consists of five sub-processes, to provide a detailed description of all activities and decision points.
A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category).
The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ( 2nd Level Support ). 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.
ITIL 4 refers to Request Fulfilment as a service management practice, and has renamed the practice to "Service request management". The service desk activities are described in the ITIL4 practice of "Service desk".
Another objective of the request fulfillment process is the provision of information to users and customers about the availability of services and processes. Services are used by the end customers. If there will be any outage or service degradation in the usage of a service in an IT Service provider, users might be notified beforehand. For instance, there can be a system upgrade or maintenance. And until the upgrade or maintenance finishes, users might not be using some of the services correctly. These kinds of information must be provided to customers as an objective of the request fulfillment process.
The primary goal of the request fulfillment process is the provision of a workflow for users to request and receive a standard service. Examples of standard services are: providing a new notebook to a new employee of a company, resetting the account of a user who blocked his password, or changing laptops of employees if they exceeded three years of operation. These are examples of standard service and managed by the request fulfillment process.
The request fulfillment process may seem like a simple ITIL process, but it is immensely valuable to the organization. It is a useful process for the following reasons: 1 It provides quick and efficient access to standard services which improves end-users productivity and the quality of business services 2 Its predefined request fulfillment protocol reduces the bureaucracy involved in requesting and receiving access to new or existing services 3 It reduces the costs of providing standard services 4 It increases the level of control over requested services through a centralized fulfillment function
Its predefined request fulfillment protocol reduces the bureaucracy involved in requesting and receiving access to new or existing services
Service requests will usually be satisfied by implementing a standard change. As described already, service requests have common and usual steps to follow and are handled by the service desk. Service desk monitors escalate, dispatches, and often fulfills the user request. If we consider the resetting of a user’s account, it will have similar steps for each locked user account. And after following the predefined steps, service desk personnel will guide the user to unlock his account without any further escalation within the IT Service Provider.
The objectives of the request fulfillment process are to: 1 Maintain user and customer satisfaction through efficient and professional handling of all service requests. 2 Provide a channel for users to request and receive standard services for which a predefined authorization and qualification process exists. 3 Provide information to users and customers about the availability of services and the procedure for obtaining them. 4 Source and deliver the components of requested standard services (e.g. licenses and software media). 5 Assist with general information, complaints or comments.
Request fulfillment is the process responsible for managing the life cycle of all service requests from the users. It is the process for dealing with service requests, many of them are actually smaller, or low risk. The purpose needed to fulfill a request will vary depending upon exactly what is being requested.
The objectives of the request fulfillment process are to: Maintain user and customer satisfaction through efficient and professional handling of all service requests. Provide a channel for users to request and receive standard services for which a predefined authorization and qualification process exists.
The ability to increase the level of control over requested services through a centralized fulfillment function. This in turn can help reduce costs through centralized negotiation with suppliers, and can also help to reduce the cost of support.
Purpose#N#The term ‘service request’ is used as a generic description for many different types of demands that are placed upon the IT organization by the users. Many of these are typically requests for small changes that are low risk, frequently performed, low cost etc.
This is essential if reporting is desired that more accurately separates incidents from requests.
For each request, these activities should be documented into a request model and stored in the SKMS. Some organizations will be comfortable letting the service requests be handled through their incident management process (and tools). With service requests being handled as a particular type of ‘incident’.
The purpose of the process is to be responsible for the entire implementation of service requests. This is achieved through:
All issues from users start as service requests. The broad definition means that Request Fulfilment often consists of several procedures, depending on what is being requested.
The Request Fulfilment process can give the business’s users fast and effective access to existing IT services, which reduces waiting times in the business’s production process. Moreover, secure and well documented procedures for ordering and installing new applications lowers production costs for the IT department and reduces the risk of errors.
A large part of the process’s remit is to manage orders from users. To be able to ensure fast and secure management, all orderable products and services must be documented with procedures which describe content, delivery time, production and any authorization necessary.
Registration – All issues must be registered with concerned users, equipment and a detailed description of the issue. This is usually where automatically generated issues end up, via, for example, a portal where administrators can pick them up and supplement the information.
The following documentation should be available within the framework of Request Fulfilment:
The Request Fulfilment process has links to many other processes. The most common are listed here: