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