3.1.6. Service Request Management

💡 First Principle: Handling standard, pre-defined user requests through a simple, user-friendly, and efficient process frees up skilled resources to focus on more complex and value-adding work.

Scenario: A new employee needs access to a standard set of software. Instead of logging a generic "help" ticket, they go to a service catalog, select the "New Starter" package, and submit a service request. This triggers a pre-approved, automated workflow that grants the necessary access, fulfilling the request quickly and without manual intervention from senior IT staff.

• Purpose: To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
• Definition: A request from a user for a pre-defined action which has been agreed as a normal part of service delivery.
• Exam Details: Handles requests for info, advice, access, standard resources. Handles feedback/compliments/complaints. Fulfillment steps should be well-known. Efficiency depends on processes/procedures. Often fulfills Standard Changes. Distinct from Incident Mgt.
• Practical Implementation:
  • Challenges: Defining and documenting standard requests, automating fulfillment where possible, managing expectations on fulfillment times, ensuring user-friendly request channels.
  • CSFs: A well-defined service catalogue, clear fulfillment procedures, appropriate automation, effective communication with users, integrated request fulfillment tools.
  • Your Role: You might be involved in defining the steps for fulfilling a service request, developing automation for fulfillment, or directly fulfilling standard requests.

⚠️ Common Pitfall: Classifying everything as an "incident." When a user needs something that is a normal part of service delivery (like a password reset), treating it as an incident clutters the incident queue and applies the wrong level of urgency and process.

Key Trade-Offs:

• Automation vs. Manual Fulfillment: Automating service requests requires an upfront investment but provides significant long-term benefits in speed, consistency, and cost savings. The trade-off is deciding which requests have a high enough volume and low enough complexity to justify the automation effort.

Reflection Question: How does having a robust Service Request Management practice directly support the Incident Management practice?