Service Request Management is a process that manages the lifecycle of service requests. This practice allows users to send service requests to the agents and see status updates on them. It provides users with automated workflows and 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.
Create a Request Category
Here users can create and edit request categories.
Create a Request Template
Create and edit request templates by filling in a simple and flexible form.
Service Request State Model
Here you can find a state model of service requests as well as a brief descriprion of every state.
Request Task Management
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.
