Service Request Management is essential part of IT Service management. Deals with user requests that do not relate to service failures. These requests are often routine, planned, and low-risk requests, such as new IT equipment, access requests, software installations, password resets, or equipment provisioning.
- Request processing is typically more predictable and less time-sensitive than incident management.
- Follows predefined workflows with structured steps, which makes handling requests straightforward and predictable.
- Often involves approval workflows, especially for requests that may have cost implications (e.g., ordering new equipment).
Service Request Management Features
Service Desk for End-users
- IT service Desk include Service Catalog & Self-service portal
- Allows users to submit requests, check statuses, and access automated options for simple requests (e.g., password resets).
- The service catalog provides a simple, user-friendly interface for browsing and requesting services. It’s designed to help users find the services they need quickly and submit requests with minimal effort.
- See the IT Helpdesk / Service Desk here
Service Catalog for IT managers
- Backstage for IT managers
- The catalog for IT managers includes a more comprehensive view, often with additional information to support decision-making and administration.
- The catalog contains additional information, such as technical details, dependencies, internal cost structures, SLAs, and compliance or security requirements.
- This information helps managers understand how services are delivered, track costs, and make data-driven decisions about service offerings.
- Lists all standard services and requests available, often visible to end-users so they can choose their needed service directly.
- See the IT service catalog here
Automated workflows of IT requests
- Predefined workflows for different request types to streamline the approval and fulfillment process.
- Approval to manage approvals, especially for requests with cost or security implications, and handle provisioning steps.