3.3.2 Example Value Stream: Request to Fulfill Service Request
This value stream describes the steps taken from a user requesting a standard service to its fulfillment. Steps:
- Engage: User requests a standard service (e.g., access to a shared drive) via the Service Portal or Service Desk (Service Request Management practice).
- Design & Transition / Obtain/Build / Deliver & Support: The request is classified and routed for fulfillment (using the Service Request Management practice). Fulfillment steps are executed. This might involve automated workflows, granting Access to Resources (Service Offering), or deploying a standard software package (Deployment Management). Information from Service Configuration Management may be used. If it's a Standard Change, Change Enablement provides pre-authorization.
- Engage: User is notified of fulfillment. Feedback may be gathered (Service Request Management also handles feedback).
- Improve: The Service Request fulfillment process is reviewed for efficiency and user-friendlyness (Continual Improvement)."