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Request Fulfillment Process

Request Fulfillment is the Service Operation process that addresses the needs of users in the organization. Service Requests are defined as any need the user may have during the provision of IT services.  This could be a Request for access to an IT service, a standard service to be performed, additional information, or guidance. Service Requests are normally addressed by the Service Desk and do not usually require the submission of a Request for Change (RFC).

Request Fulfillment provides users with an environment to make their Requests and receive their standard services in a timely manner. The process of fulfilling the Requests involves sourcing and delivering the services, providing information on these services and the methods used to obtain them. Request Fulfillment is also responsible for addressing complaints and comments as well as providing general information. Any Request that is made should be logged so it can be easily tracked. Appropriate approval should be in place before the Request is fulfilled.

Many of the Requests that are made are done on a frequent basis. Therefore, a Request Model can be used for fulfilling the order. The Requests that fall within this model are usually Standard Changes which have been pre-authorized.

The actual process that each Request will go through will be dependent on what the Request actually is. Service Requests are processed similarly to Incidents; however, there is one fundamental difference. The difference is that Incidents are unplanned while some Service Requests can be efficiently planned for.

Each organization has to decide and document which Service Requests will be handled through the Request Fulfillment process and which will be processed through the Change Management process using a formal Request for Change.

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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