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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 have a low risk and a low priority (e.g. software installation, granting/revoking access), which is the reason why they are distinguished as a separate process from the Incident Management and Change Enablement.

Service request processing

This section focuses on service requests as they are processed by agents.

Request task management

Learn how to split service requests into request tasks and assign them to different employees.

Administer service requests

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A service request is a request from a user that initiates a service action that has been agreed as a normal, typical part of service delivery. Service requests include such standardized requests as access requests, information requests, and other. The lifecycle of service requests is managed as part of the Service Request Management process.

Create Service Requests

Learn how to create service requests from the agent interface, the Self-Service Portal, or a user query.

Tracking Service Requests

SimpleOne provides a set of notifications for tracking service requests: specific users can receive notifications about new requests and their status updates.

Process Service Requests

From this section, you will learn about the service request states, how to assign and update service requests, how to create requests categories and templates, and more.