Home » ITIL » Can Better ITIL® Request Fulfillment Make a Difference?

Can Better ITIL® Request Fulfillment Make a Difference?

IT TechnicianIf you own or manage an IT service company, then it goes without saying that you receive requests from customers and clients on a regular basis.

You might need to help an individual reset their password, or you might need to help a business update their systems due to a technical error or unexpected glitch.

How ITIL  Helps Service  Request Fulfillments

Whatever the request, these unanticipated events could potentially upset the schedule, require the manpower of several employees and drastically reduce efficiency.

To combat these problems, companies need to have a system in place for ITIL® request fulfillment. The right training program, such as a course in Operational Support and Analysis, could be the perfect place to start.

Ensuring the Right Staff React to Service Requests

Imagine a typical day in the workplace when all employees are working diligently, focusing on their specific agendas and adhering to the most integral principles of the ITIL framework. Then, imagine the phone rings and someone on the other line needs immediate help.

This minor change to the plan can cause a ripple effect, essentially distracting multiple employees who have to halt their tasks in order to address a new issue. One of the biggest ways to reduce inefficiency in the fulfillment of requests is to determine well in advance who is responsible for the resolution of the request. When the right staff can take action right away, fulfillment can happen with minimal disruption to the rest of the business.

Knowing When Frequent Requests Dictate a Strategy Change

Even in an IT service business that is structured well and follows the principles of ITIL, service requests will occur. They may happen because of user error or miscommunication, or they could be a result of systemic problems with a service you provide. It is vital that there is a record of service requests and fulfillment as well as a way to better analyze these findings.

If service requests are primarily unrelated, for example, no changes to the services are necessary. On the other hand, if there are consistent glitches with a product or regular delays with a service, then an overarching change should be the priority, rather than just another in a series of fulfilled service requests.

Choosing the Right Program to Better Understand ITIL Request Fulfillment

Clearly, implementing an effective ITIL request fulfillment strategy can be a significant move that increases business efficiency, helps employees stay on track and can even result in better services for customers. To achieve all of this and more, a training program can be ideal. The Operational Support and Analysis (OSA) training program from Ashford Global is a comprehensive five day course that gives participants an in-depth view of the five ITIL lifecycles as well as the practical side of service design and delivery.

Service request and fulfillment fall under this category, and fulfilling requests will be a major objective throughout the program. While suitable for a range of IT professionals, this course is a great fit for those working in IT service desks or who will ultimately be responsible for fulfillment.

Make a difference in your company’s reaction to service requests by implementing an effective strategy for fulfillment. Learn more.


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Mary is a leading trainer in Microsoft® and Business Applications.

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