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 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
Create and configure request categories and request templates for further use by agents.
