The purpose of the service request management practice is to support the agreed quality of service 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 users to send service requests service requests to the agents and see status updates on them. It provides users with automated workflows and a transparent service delivery process.
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.
...
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
Request Task Management
...
Split service requests into request tasks and assign them to different employees.
Administering Service Requests
...
Create and configure Request Categories and Request Templates for further use by the agents
...
ITIL Procedure
...
Registered
...
| Info |
|---|
Rejected by User waiting status means that a caller is not satisfied with the work on a request. |
...
.