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.