The purpose of the Service Request Management is to support the agreed quality of 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. It enables users to send service requests to agents and see status updates on them. Also, it provides users with automated workflows and a transparent service delivery process.
The majority of service requests A service request is a request from a user that initiates a service action that has been agreed as a normal part of service delivery. Service requests include such standardized requests as access requests, information requests, and other. As service requests are typical by nature, the majority of them have a low risk and a low priority, which is the reason why they are distinguished as a separate process from the Incident Management and Change Enablement. The lifecycle of service requests is managed as part of the Service Request Management process.
Create service requests
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Learn how to create service requests from the agent interface and , the Self-Service Portal, or a user query.
Process service requests
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From this section, you will learn about the service request state modelstates, how to assign and update service requests, how to create requests categories and templates, and more.
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