Service Request Management
ITIL Process Guide for Fulfillment
Service Request Management Objective
Provide users with access to standard services through a structured, efficient fulfillment process that supports the agreed service levels and ensures appropriate approval and quality controls.
Fulfillment Process
Request Processing
Systematic approach to processing and fulfilling user service requests.
- • Initial request validation
- • Approval workflow routing
- • Resource allocation
- • Quality assurance
SLA Management
Meeting service level targets for different request categories.
- • Standard fulfillment times
- • Priority-based processing
- • Performance monitoring
- • Continuous improvement