Request Fulfilment

The term ‘Service Request’ is used as a generic description for many varying types of demands that are placed upon the IT Department by the users. Many of these are actually small changes – low risk, frequently occurring, low cost, etc. (e.g. a request to change a password, a request to install an additional software application onto a particular workstation, a request to relocate some items of desktop equipment) or maybe just a question requesting information – but their scale and frequent, low-risk nature means that they are better handled by a separate process, rather than being allowed to congest and obstruct the normal Incident and Change Management processes.

4.3.1 Purpose/goal/objective

Request Fulfilment is the processes of dealing with Service Requests from the users. The objectives of the Request Fulfilment process include:

• To provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
• To provide information to users and customers about the availability of services and the procedure for obtaining them
• To source and deliver the components of requested standard services (e.g. licences and software media)
• To assist with general information, complaints or comments.

Scope

The process needed to fulfil a request will vary depending upon exactly what is being requested – but can usually be broken down into a set of activities that have to be performed. Some organizations will be comfortable to let the Service Requests be handled through their Incident Management processes (and tools) – with Service Requests being handled as a particular type of ‘incident’ (using a high-level categorization system to identify those ‘incidents’ that are in fact Service Requests).

Note, however, that there is a significant difference here – an incident is usually an unplanned event whereas a Service Request is usually something that can and should be planned!

Therefore, in an organization where large numbers of Service Requests have to be handled, and where the actions to be taken to fulfil those requests are very varied or specialized, it may be appropriate to handle Service Requests as a completely separate work stream – and to record and manage them as a separate record type.

This may be particularly appropriate if the organization has chosen to widen the scope of the Service Desk to expand upon just IT-related issues and use the desk as a focal point for other types or request for service – for example, a request to service a photocopier or even going so far as to include, for example, building management issues, such as a need to replace a light fitment or repair a leak in the plumbing.

Note: It will ultimately be up to each organization to decide and document which request it will handle through the Request Fulfilment process and which others will have to go through more formal Change Management. There will always be grey areas which prevent generic guidance from being usefully prescribed.

Date: 2014-12-29; view: 1032