ITIL 4 Practitioner Service Request Management

Service request fulfilment relies on service request models that define the approved steps, responsibilities, and controls for handling requests. Operating the process can identify needed improvements, resulting in an updated service request model.

When a service request model has been successfully updated, the update must be communicated to the relevant stakeholders. This responsibility is normally held by the role owning the service request practice or model and by the service owner; among the listed roles, these are the product owner and service owner.

A service request is a request from a user to initiate a service action that has been agreed as a normal part of service delivery. A standardized approach for fulfilling a request type is a request model, not the service request itself.

Service request management is intended to handle predefined, user-initiated service requests effectively and in a user-friendly manner, which helps increase the satisfaction of the service consumer’s employees.

A service request is a predefined, user-initiated request that the service provider fulfills or acts upon, such as a request for information, advice, access, or a service action. ITIL guidance describes service request management as handling predefined, user-initiated service requests.