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Understanding Request Fulfillment

Vector illustration of realistic neon gears with wires and textRequest Fulfillment is the Service Operation process that deals with carrying out Service Requests. Many of these Service Requests are smaller, frequently occurring, low-risk, low-cost Changes. Examples of such Service Requests include a Request to change a password, a Request to access an IT service, or a Request to install an additional software application.  Users and customers can submit Service Requests through the Service Desk.

Because these Service Requests are generally low-risk and low-cost, it is better to separate these Requests from Incidents and Problems.  This will free up your Incident Management and Problem Management teams to deal with Incidents that are more serious in nature.  This will also allow your employees to be more productive as they do not have to wait for the Incident Management team to get to their Request for their password to be reset or for a software application to be installed. Instead, they can call the Service Desk and be on their way shortly.

Request Fulfillment has several objectives:

  • To provide a method for users to request and receive standard services
  • To provide information to users and customers about the availability of services and how to obtain those services
  • To supply and deliver the components of requested standard services
  • To assist with general information, complaints or comments

Request Fulfillment is vital for an organization as it provides quick and effective access to standard services.  This allows business personnel to perform their job successfully and efficiently.  In addition, Request Fulfillment reduces the bureaucracy and formalities involved in requesting and receiving access to services.

Contact Ashford Global IT today to learn how Request Fulfillment can improve your business staff’s productivity!

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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