Service Request Management

Service Request Management is the ITSM process for handling service requests – i.e. requests from users who are not reporting an outage but want a specific service or action, for example. Typical examples include resetting a password, installing a new software tool, requesting authorization for a system or ordering hardware. Unlike incidents (faults), service requests are usually pre-planned, recurring tasks that are often fulfilled via a predefined workflow.

Service Request Management aims to receive such requests efficiently, prioritize them, obtain approval where necessary (for example from line managers) and ultimately fulfill them. IT teams usually use a Ticketing System or a Self-Service Portal for this purpose, in which the entire workflow is mapped. Well-organized Service Request Management provides clear processing times and responsibilities: users know when they can expect completion, and the IT department can define standards for how different types of requests are handled.

Automation (e.g. automatic provisioning of software via a deployment tool after approval) can further accelerate the handling of many service requests. Ultimately, effective Service Request Management increases employee satisfaction because routine requests are handled quickly and reliably. Suitable ITSM software helps to manage such processes centrally and document them traceably. From the user's perspective, User Experience and Self-Service are particularly important.

See also: ITSM.