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Examining Service Operation Processes: Request Fulfillment

Service Level Agreement ContractThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.

This article will focus on the Request Fulfillment process within Service Operation.

Request Fulfillment is a predefined process which handles Service Requests. As defined by ITIL, a Service Request is “a request from a user for information or advice, or for a Standard Change or for access to an IT service.” Examples of Service Requests include a request to change a password or a request to install a software application on a specific workstation.  Because many of these Service Requests are frequently occurring, low-cost, and low-risk, they can be handled by the Service Desk.  However, it is up to the organization to determine and document which Service Requests will go through Request Fulfillment procedures versus which Service Requests will go through Change Management procedures and require a formal Request for Change (RFC).

The Request Fulfillment process can help improve the productivity of your employees by providing them with quick and efficient access to standard services.  Offering a central location where these Service Requests are fulfilled can heighten the level of control over services.  Request Fulfillment can also reduce your costs.  By having a separate process to satisfy these Requests, you are freeing up your Incident Management and Change Management teams to focus their resources on Incidents and Changes that are higher in risk and can have a bigger impact on business operations.  This process also reduces the paperwork and bureaucracy entailed with requesting and receiving access to services.

To learn more about the benefits of Request Fulfillment, enroll in the ITIL V3 Service Operation course or the ITIL V3 Operational Support and Analysis course at Ashford Global IT!

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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