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The majority of service requests have low risk and priority (e.g., software installation, granting/revoking access), that is the reason they are distinguished as a separate process from the Incident Management and Change Enablement practices.
Service Request Processing
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This section focuses on Service Requests processing by the agents.
Request Task Management
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Split service requests into request tasks and assign them to different employees.
Service Request Processing
This section focuses on Service Requests processing by the agents.
State Flow
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ITIL Procedure | Status | Description | ||
|---|---|---|---|---|
| Logging | Registered | The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed. | ||
| Categorization | Assigned | A request is categorized and assigned to a relevant person or group. | ||
| Categorization | Authorization | A request must be reviewed and authorized by the responsible persons or groups. | ||
| Categorization | Authorized | A request is reviewed and authorized by the responsible persons or groups. | ||
| Resolution | In Progress | A request is in the process of implementation. When the work is over, the state has to be changed to Completed. | ||
| Closure | Completed | When a request is in this state, a caller can perform the tests and give feedback by the results of the implementing. After this, change the state to Closed or Rejected by User.
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| Closure | Closed | All the activities on this service request are over, and it cannot be reopened. |
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