What is ITIL service request management?
What is the purpose?
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Depending on the technology business, many IT teams receive all types of customer service requests.
Each service request may include one or more of the following:
- Providing a particular report
- Resetting a users password
- A new hardware component
- Access to applications
- New starter set up
- A new software licence
ITIL define a Service Request as:
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
Service requests are often repeatable where procedures of efficiency would have already been put in place to deal with such requests.
Service requests are a normal procedure as part of service delivery and should not be mistaken as an incident such as a failure to a service such as a server going off-line or an important report failing to execute.
A standard procedure would have already been pre-defined and formalized for a service request and approved by management. Some requests will be fully automated with some simple steps to fulfil the request such as a request for information. Some may be a little more complicated where a new employee starts at a company and requires the relevant hardware and access to systems that will need to be fulfilled by various teams. Even if the request isn't always straightforward, the steps to fulfil the request should be fully documented and well known.
In order to fulfil the request, some things have to be considered.
- Communication - User must be kept up to date on the status of the request
- Authorisation - Some service requests will require authorisation
- Finance - The cost associated with the request may need to be approved
- Security - Risks with the request may already be known and approved but need to be considered
What's Required
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To ensure the success of the service request process, standardisation of service requests and automation should be treated as a priority.
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Policies need to be established and documented fully approved so that the service request process can be streamlined for success.
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The expectations of the users should be clearly set regarding the fulfilment of time frames, based on what the organization can realistically deliver
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Continuous service improvement needs to be constantly identified and implemented to ensure automation and faster fulfilment times are delivered
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Clear and concise policies and workflows should be provided for the documenting and referring of any requests that are submitted as service requests when in fact are actually managed incidents or changes.
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Automation is key for many service requests that can be fulfilled from start to closure, allowing a complete self-service experience for the user.
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Installation of software or provisioning of virtual servers is just some examples of automated service requests.
Having well-designed processes and procedures will help service request management. The practice can be monitored and tracked to maximise the efficiency of the service.
Because there will be all sorts of service request types, different fulfilment workflows will be associated with them. If these are kept maintained and efficient for improvement then it will be easier to keep a limited number of workflow models.
It's important to keep the service catalogue updated with any new service requests and to also review existing workflow models that may need to be removed or updated.
In order to improve service, service request management could seek feedback along with any compliments or complaints from users. Trending will contribute to analysing what needs to be improved to provide a quality service.
Engage Service request management will require regular communication to collect user-specific requirements, set expectations, and to provide status updates.
Design and transition Standard service components may be transitioned to the live environment through service request fulfilment.
Obtain/build Acquisition of pre-approved service components may be fulfilled through service requests.
Deliver and support Service request management provide and ensure their significant support and contribution to service delivery. Ensuring users continue to be productive really does depend on the fulfilment of their requests.
The Office Bantomime Team
