What is a service request?
Users raise a variety of IT requests every day. It might be a request for new software, the replacement of old hardware, access to applications, or a change in the component of an asset. These requests are classified as service requests. A service request is a request made to the IT team to fulfill a need from the end user. Ideally, the request is chosen from a service request catalog, which is a repository of all IT services offered to end users.
The process of resolving a user’s service request and managing the entire life cycle of a service request is called request fulfillment. The IT service desk team is responsible for fulfilling end users’ requests in a way that matches business standards. Request fulfillment increases business productivity by empowering users to access and obtain the IT services that they need in their day-to-day operations.
Service request
vs. incident
Service request management is a key component of the ITIL� framework, and it relates to other ITSM processes such as incident, problem, and change management. Many find service request management and incident management quite similar, but they are very distinct. ITIL defines an incident as �an unplanned interruption to an IT service or reduction in the quality of an IT service.� In other words, an incident is an error or flaw due to which services cannot be rendered properly. Incident management provides a quick fix or a permanent solution to the issues raised.
ITIL defines a service request as �a formal request from a user for something to be provided.� In other words, a service request is raised when the user needs something new or replaced. The simple way to distinguish service requests from incidents is to understand that service requests are requests that the user can choose from a service catalog, such as a request for a password reset or for a new employee�s onboarding.
An example of a service request is when a user wants to upgrade the software to a higher version. This type of service request is low risk, so it does not need multiple approvals and the technician can take their time to fulfill the request. A common example of an incident is when the internet stops working. If the issue is system-specific, some users can troubleshoot the problem and resolve it themselves. But with an issue that is not system-specific, they will need a technician�s help.
| Incident | Service request |
|---|---|
| An unplanned interruption to an IT service or reduction in the quality of an IT service. | A formal request from a user for something to be provided. |
| E.g. The internet stops working and a technician�s help is required. | E.g. A request for the software to be upgraded to a higher version. |
| Risk varies with the type of incident and the stage it’s at. | Low risk, without the need for multiple approvals. |
The service request process
Generally, businesses that generate a large number of service requests every day need an IT service desk tool to separate the service request process from the incident, problem, and change management processes. The following are the steps involved in a simple request fulfillment process. These steps can be considered a basic template for request fulfillment, over which the other service request category templates can be designed.
- A user submits a service request through the self-service portal or another channel such as email or phone. The self-service portal is the ideal channel because the ticket template, with dynamic fields and forms, will automatically collect all the information needed from the user based on the chosen category of service request. This enables the technician to assess the entire ticket at a glance.
- Once the ticket gets categorized, prioritized, and assigned to the technician, the technician assesses the request and checks if any approval from their superiors or people from other business functions is required. If required, it is further sent for approval. Other details such as cost estimates, user details, and service-level agreements are analyzed.
- The technician works on fulfilling the service request, leveraging various features in the IT service desk, including a request life cycle or visual workflows that guide the technician through the status flow of that specific ticket and trigger associated tasks through integration with other ITSM processes, such as asset and purchase management.
- Once the service request is fulfilled, the ticket gets closed. Post ticket closure, the user is sent a CSAT survey to collect additional insights and improve the service request process.
