What is the objective of service request management
From IT Process Wiki Show 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. Part of: Service Operation Process Owner: Incident Manager Process DescriptionRequest Fulfilment has been added as a new process to ITIL V3 with the aim to have a specific process dealing with Service Requests. This was motivated by a clear distinction in ITIL V3 between Incidents (Service Interruptions) and Service Requests (standard requests from users, such as password resets). In ITIL 2011, Request Fulfilment has been completely revised. Request Fulfilment now consists of five sub-processes, to provide a detailed description of all activities and decision points. The process contains interfaces
A clearer explanation of the information that describes a Service Request and its life cycle has been added. Furthermore, the concept of Service Request Models is explained in more detail. 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". Sub-Processes
These are the ITIL Request Fulfilment sub-processes and their process objectives: Request Fulfilment Support
Request Logging and Categorization
Request Model Execution
Request Monitoring and Escalation
Request Closure and Evaluation
Definitions
The following ITIL terms and acronyms (information objects) are used in the Request Fulfilment process to represent process outputs and inputs: Request for Service
Service Request Model
Service Request Record
Service Request Status Information
Roles | ResponsibilitiesIncident Manager - Process Owner
1st Level Support
Service Request Fulfilment Group
Remarks [1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Request Fulfilment process. [2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Request Fulfilment. NotesBy: Stefan Kempter Process Description › Sub-Processes › Definitions › Roles What are some of the benefits of service request management process?Service request management software can help:. Standardize the request process. ... . Centralize requests. ... . Create more efficient and productive workflows with low-code automation. ... . Gain control and visibility. ... . Improve internal team collaboration. ... . Improve requester (and employee) satisfaction.. What is a request management system?A request management system when introduced into the system allows the user who creates the request to keep track of their queries, see who is handling them now, and provide an overview of the entire organization's requests handled in a day, week, or month.
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