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.” In this article, we will learn about the various aspects of ITIL service request fulfillment such as objectives, scope, processes, sub-processes, etc.
The ITIL service requests fulfillment is usually for small changes or additions which have low risk, and low-cost, and occur quite frequently. Because of this, it would not be wise to club these requests along with high-risk ones, which is why it has been made into a separate process being handled by a dedicated team. The process of fulfilling the requests made is called request fulfillment.
The objectives of ITIL service request fulfillment are as follows:
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.
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.
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