Difference between revisions of "Service request management practice"
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| + | The purpose of the service request management practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner. | ||
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| + | [[Service request]]s are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures. | ||
| + | o Service requests are a normal part of service delivery, not a failure or degradation of service, which are handled as incidents. | ||
| + | o A service request is a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery. | ||
| + | § Fulfilment of service requests may include changes to services or their components; usually these are standard changes. | ||
| + | o Some examples of a service request: | ||
| + | § Request for a service delivery action | ||
| + | § Request for information | ||
| + | § Request for provision of a resource or service | ||
| + | § Request access to a resource or service | ||
| + | § Feedback, compliments and complaints | ||
| + | o Service requests and their fulfilment should be standardized and automated to the greatest degree possible, | ||
| + | o Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take additional advantage of automation. | ||
| + | o Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined. | ||
| + | o The expectations of users regarding fulfilment times should be clearly set, based on what the organization can realistically deliver. | ||
| + | o Policies and workflows are needed to redirect service requests that should actually be managed as incidents or changes. | ||
| + | o Some service requests require authorization according to financial, information security or other policies. | ||
| + | o Service request management depends on well-designed processes and procedures, which are operationalized through tracking and automation tools. | ||
| + | o Service requests may have simple workflows or quite complex workflows | ||
| + | o Steps to fulfill requests should be well-known and proven | ||
| + | o The service provider can agree to fulfillment times and provide clear status communication to users | ||
| + | o Some service requests can provide a self-service experience – completely fulfilled with automation | ||
| + | o Leverage existing workflow models whenever possible to improve efficiency and maintainability. | ||
[[Category: Articles]][[Category: Information Technology]] | [[Category: Articles]][[Category: Information Technology]] | ||
Revision as of 17:56, 29 December 2020
Service request management practice (hereinafter, the Practice) is the practice to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. The Practice relates to service request and service management. This Practice is a part of the ITIL practices.
Definitions
According to the ITIL Foundation 4e by Axelos,
- Service request management practice. The practice of supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Purpose
The purpose of the service request management practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner.
Service requests are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures.
o Service requests are a normal part of service delivery, not a failure or degradation of service, which are handled as incidents. o A service request is a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery. § Fulfilment of service requests may include changes to services or their components; usually these are standard changes. o Some examples of a service request: § Request for a service delivery action § Request for information § Request for provision of a resource or service § Request access to a resource or service § Feedback, compliments and complaints o Service requests and their fulfilment should be standardized and automated to the greatest degree possible, o Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take additional advantage of automation. o Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined. o The expectations of users regarding fulfilment times should be clearly set, based on what the organization can realistically deliver. o Policies and workflows are needed to redirect service requests that should actually be managed as incidents or changes. o Some service requests require authorization according to financial, information security or other policies. o Service request management depends on well-designed processes and procedures, which are operationalized through tracking and automation tools. o Service requests may have simple workflows or quite complex workflows o Steps to fulfill requests should be well-known and proven o The service provider can agree to fulfillment times and provide clear status communication to users o Some service requests can provide a self-service experience – completely fulfilled with automation o Leverage existing workflow models whenever possible to improve efficiency and maintainability.
