Service Request Management
What is Service Request Management? Service Request Management is an ITSM process that deals with user requests for information, standard changes, or access to IT services. Unlike Incident Management, which handles unplanned interruptions or reductions in service quality, Service Request Management focuses on planned, user-initiated requests.
The process typically starts when a user submits a request through a self-service portal, email, or phone. These requests are then logged, categorized, and routed to the appropriate team for fulfillment. Common service requests might include password resets, software installations, or access to specific resources.
Key components of Service Request Management include:
- Request submission and logging
- Request categorization and prioritization
- Request fulfillment
- Request closure and user confirmation
- Request tracking and reporting
Service Request Management aims to provide a standard channel for users to request and receive services. It helps in streamlining repetitive tasks, improving user satisfaction, and freeing up IT resources for more complex issues.
Effective Service Request Management contributes to increased operational efficiency, reduced costs through automation and self-service options, improved user satisfaction through faster request fulfillment, and better resource allocation within the IT department. It also provides valuable data on service usage patterns, helping organizations optimize their service offerings and resource allocation.