The purpose of the service request management practice Service Request Management is to support the agreed quality of service services by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Service Request Management is a process that manages the lifecycle of service requests. This practice allows It enables users to send service requests to the agents and see status updates on them. It Also, it provides users with automated workflows and a transparent service delivery process.
The majority of service requests have a low risk and a low priority (e.g. , software installation, granting/revoking access), that which is the reason why they are distinguished as a separate process from the Incident Management and Change Enablement practices.
Service
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request processing
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This section focuses on Service Requests processing by the service requests as they are processed by agents.
Request
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task management
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Learn how to split
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Split service requests into request tasks and assign them to different employees.
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Administer service requests
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Create and configure Request Categories and Request Templates request categories and request templates for further use by the agents.