IT Service Request
IT teams receive a wide variety of customer requests. Whether incoming inquiries are asking for access to applications, software licenses, password resets, or new hardware, the Information Technology Infrastructure Library (ITIL) classifies these as service requests.
Service requests are often recurring, so efficient IT teams follow a repeatable procedure to handle them. Service request management is related to, but distinct from other service management practices including incident, problem, and change management.
Service request management uniquely involves a user submitting their request for something new --whether that’s access to a service, a new phone, or information. ITIL specifies that along with the service desk, service requests are managed by the request fulfilment process.
IT Service Request Process
- A customer requests help from your service portal or via email.
- The IT service team assesses the request alongside pre-defined approval and qualification processes.
- A service desk agent works to fulfill the service request or forwards the request to someone who can.
- After resolving the request, the agent closes the ticket and consults the customer to make sure they are satisfied.
The entire process is maintained in Freshservice.