ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including standard operating procedures (SOP), risk management, and more.

Posts about Service Request:

Service Request

Sep 24, 2022 4:27:16 AM

What is a Service Request? 

A service request is an inquiry made by a software user (such as a tech, vendor, or customer) that initiates some sort of service action. The service requested can vary, from requesting a password reset to employees requesting time off and beyond. The services are usually detailed in a service catalog and can’t be accessed by a regular user without first submitting a request. 

Efficient IT teams have standardized procedures and automation in place to deal with service requests, most of which occur repeatedly. Service request management generally consists of: 

  • Submission: a user submits the request 
  • Assessment: the request recipient determines the requests urgency and who should handle it 
  • Fulfillment: the appropriate department sets the plan, assignments, and timeline to fulfill the request 
  • Completion: the team completes the request and closes it out 
  • Follow up: many departments will then ask the user who submitted the request for feedback