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.
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.
State Flow
ITIL Procedure | Status | Description |
|---|---|---|
| Logging | Registered | The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed. |
| Categorization | Assigned | A request is categorized and assigned to a relevant person or group. |
| Categorization | Authorization | A request must be reviewed and authorized by the responsible persons or groups. |
| Categorization | Authorized | A request is reviewed and authorized by the responsible persons or groups. |
| Resolution | In Progress | A request is in the process of implementation. When the work is over, the state has to be changed to Completed. |
| Closure | Completed | When a request is in this state, a caller can perform the tests and give feedback by the results of the implementing. After this, change the state to Closed or Rejected by User. |
| Closure | Closed | All the activities on this service request are over, and it cannot be reopened. |
There is also the Rejected by User waiting status that is assigned by a called, if they are not satisfied with the work on a request.
