Purpose

This process manages the fulfillment of standardized requests made by customers for an information technology (IT) service, including requests for information, advice, or changes to an existing service.

Definition

A service request is a formal request from a customer for something to be provided, including adding new services, changes to existing services, accessing resources, and requests for information on services and resources.

Objectives

These service requests and IT Services' responses serve to:

• Offer a channel for customers to request and receive standard services for which a predefined, documented approval and qualification process exists,
• Provide information to customers and users about the availability and anticipated fulfillment time of services and the procedure for obtaining them,
• Source and deliver the components of requested standard services
• Assist, with general information, feedback, and/or comments

Benefits

• Provides one place for customers to submit and track all IT requests through the Service Catalog
• Offers faster response and fulfillment time through the use of standardization and automation

Process Flow

At a very high level, the Request Management process includes the following activities:

Receive Request - Submitted via approved channels. Logging & Validation - All relevant fulfillment details are captured and documented. Confirmation of requestor's eligibility and service availability are validated. Approval & Authorization - Securing all types of approvals is obtained before any fulfillment activities can be initiated. Fulfillment activities - Process request model execution within agreed time schedule. Closure - Verification with customer that request was fulfilled to satisfaction.

Key Terminology

• ServiceNow: The request and issue tracking system used by IT Services to provide customer support.
• IT Customer Portal: Website where you can browse our service catalog, request something we offer, search our documentation, and track the progress of your existing requests.
• Service Catalog: Categorized list of technology resources and offerings available from IT Services.