Service request management includes regular communication to collect user-specific requirements, set expectations, and to provide status updates. Standard changes to services can be initiated and fulfilled as service requests. The fulfilment of service requests may require acquisition of pre-approved service components.
Service requests (SRs) are either technical or Contact Us SRs (non-technical SRs). Submit a technical SR to receive product support related to hardware and software products.
In fact, leveraging practice or process is what distinguishes ITSM from IT. Service request management is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates.
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.
A common question that comes up about service request management is how it relates to core IT practices including incident, problem, and change management. It’s worth briefly covering certain key terms before getting into distinctions.
Service request - A formal user request for something new to be provided. Example: “I need a new Bradinding to be done for the upcoming AUC Summit in January 2023.”
Incident - An unplanned event that disrupts or reduces the quality of a service and requires an emergency response. Example: “The website is down!”
Problem - The underlying cause of recurring or preventable incidents. Example: “That application issue strikes again!”
Change - Adding, modifying, or removing something that could affect IT services. This can be tied to a service request. Example: “I need to upgrade the database!”
