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 request services send service requests to the agents and see status updates on them. It provides users with automated workflows and a transparent service delivery process.
Create a Request
This menu allows users to create new requests and provides them with a flexible form which helps creating specific requests that will meet users' needs. Created requests can be found in the All menu.
Create a Request Template
Create and edit request templates by filling in a simple and flexible form. Request templates are intended to hasten the service delivery process.
Create a Request Category
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.
Administering Service Requests
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Create and configure Request Categories and Request Templates for further use by the agents
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