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A Guide on Service Request Management in ITIL4

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06th Jun, 2024
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    A Guide on Service Request Management in ITIL4

    If you're looking to dive into the IT field, understanding the service request management in ITIL is crucial. In ITIL4, service requests play a key role in helping IT experts assist clients facing issues with applications, networks, or technical equipment. Many companies have dedicated IT support teams specialized in resolving these problems and enhancing overall user experience.  

    In this article, I'll help you explore the ins and outs of service request management in ITIL4, including different types of service requests and the processes involved in effectively managing them.

    What is a Service Request in ITIL?

    A service request in ITIL framework is a formal request issued by the customer (user) to acquire one of the department's services. When a consumer submits a service request, the IT department gets it in the type of a ticket and starts the management process. Service requests are made via the service catalog, which is available via the user portal. These features are beneficial to both the IT department and the users. The IT department releases a collection of services and products available to the users. The users can easily request these services and use this simple method to explore the service catalog to make requests and ease their execution.

    Main Steps in Service Request Management

    A service request in ITIL consists of several steps, including the following: 

    When an employee contacts you to submit a service need, the service request management procedure starts. This phase can be done with several mediums. The service request software assists with the acceleration and recording of the submission process; renowned, more established firms use a service.

    1. Submission: vice desk, customer and staff portals, or mobile-powered apps. However, other businesses gather request submissions by mail, phone, or even social networking sites. 

    2. Assessment: To respond to a request appropriately, the receiver must first understand it. The pertinent team or division evaluates the request in this stage, evaluating how urgent it is, what assets or resources are required for completion, and whether it needs supervisory authorization or validation from IT, HR, or the necessary business office. Multiple people or divisions are required to participate in the assessment. 

    3. Fulfillment: Departments then proceed to ITIL service request fulfillment after the request is properly examined. Departments allocate duties, collect vital contact information, and set anticipated timeframes based on the information and plans from the evaluation stage. 

    4. Completion: Once the request has been satisfactorily completed, the request ticket is closed and archived. Additionally, businesses use this event to evaluate and assess the achievements of the individuals, teams, and departments engaged in completing the service request. 

    5. Follow-Up: What defines fulfillment on the part of the service provider does not necessarily mean it is a gratifying experience on the part of the service user. To synchronize these two goals, many firms opt to call out and collect input from the employee after the ticket has been closed. This is important for verifying that the request has been handled and showing a sense of obligation to employee achievement.

    main steps in service request management

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    What is the Purpose of Service Request Management?

    In my role, the primary goal is to support the delivery of agreed-upon quality service by efficiently processing all pre-defined service requests initiated by users. To achieve this, service request management relies on meticulously designed methods and procedures. These are implemented through monitoring and automation solutions, aiming to optimize the overall efficiency of our practices. Adhering to specific standards is crucial for the optimal management of service request processes in ensuring a seamless and high-quality service experience:  

    • Service requests and their execution should be as coherent and controlled as feasible. 
    • Guidelines should specify which service requests will be performed with little or no extra approvals to expedite the service request management process
    • Users' requirements for completion timelines and prices should be set based on what the company can offer. 
    • Improvement opportunities should be recognized and executed to reduce delivery times and leverage automation.
      purpose of service request management

    Difference Between Incident and Service Request Management 

    Let’s understand the difference between incident and service request management. Service request management and incident management are two distinct concepts that are frequently misunderstood.

    Service Request ManagementIncident Management
    The methods and technology required to manage service requests from internal and external users are referred to as service request management.An incident is an unexpected or unplanned fault or disruption in IT service delivery or a severe reduction in IT service quality.
    Service requests enable IT experts to assist clients who are experiencing problems with an application, network, or technical equipmentA server failure, a laptop that would not start, or a non-functioning printer.
    The users can easily request these services and use this simple method to explore the service catalog to make requests and ease their execution.Incident management ensures a minimal drop in operational efficiency and production while ensuring service quality.

    Incident management is concerned with restoring services as quickly as feasible following an IT interruption.

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    ITIL Service Request Examples

    Depending on the services provided by the supplier, service requests can take various forms. The following are some common ITIL service request examples:

    1. Time-off Requests: The ITIL service request management process flow allows to assess time-off requests. Employees who intend to go on a vacation or otherwise plan time away from work may submit a service request to the Human Resources department. This allows businesses to keep an accurate record of working time and cover any shifts or initiatives that require additional assistance when the employee is unavailable. 

    2. Purchase Order Authorizations: Companies that depend on third-party contractors for products or services must obtain and authorize purchase requisitions. Purchase order service requests are submitted by departments or employees and routed via finance to assist in tracking and accounting for vital finances and business spending. 

    3. Password Resets: Password reset requests are among the most popular service requests for both customers and workers. IT departments handle password reset requests. 

    4. Content Creation: If a division requires content, such as for advertising, marketing, or internal documents, that division may submit a service request to meet that requirement. The service request can be done to either internal or external content creators. 

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    Tips for Optimizing the Service Request Management Process

    Here are some tips for improving the service request management process at your workplace. 

    1. Personalized Service for Users

    The success of a business is dependent on its consumers, it is beneficial to prioritize your clients and their requirements. You may do this in service request management by tailoring your service to address client concerns and obtain consumer feedback for improved services. Providing self-help options for clients to try solving their problems can be beneficial until representatives are available to assist. You can also create procedures for your services to tackle prevalent concerns, allowing agents to resolve them swiftly. 

    Introducing user-friendly service request management tools to your website so that users can report difficulties, discover answers to commonly asked questions, and submit service requests is another way to improve your customer service. 

    2. Outline the Service Management Procedure

    Reporting the service management system allows the person to provide better service to the users. Describing the procedure can also help with training and ensuring consistency in the service. To record the ITIL service request process, lay out the processes involved in fixing a service issue and who handles these activities. It's also a good idea to make a list of the information employees need to handle a problem, such as when the problem happens, how it affects them, and what assets or authorization they need to complete the service request. 

    3. Incorporate Systems and Operations

    Incorporating your operations into the company system can benefit you in various ways, including work automation, information organization, rapid service, and process management. This can help experts react to requests and organize the process more efficiently. An efficient and effective method can reduce work-related stress while also providing exceptional service to customers. 

    4. Create a User-friendly Customer Experience

    It is advantageous to provide clients with self-service choices. This can let users submit support requests more easily and also assist customers address issues based on their intricacy.

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    Conclusion

    Implementing service request in ITIL effectively has proven to offer numerous advantages in my experience. It leads to more productive IT services and activities, breaking through the chaos and designing processes that precisely meet our team's demands. This, in turn, contributes to higher CSAT scores and lowers operating expenses, creating a more efficient and cost-effective operation. 

    In my role, I've found that adopting service request management in the IT department sooner rather than later has a direct impact on saving both time and money. It's a strategic move that pays off in the long run.

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    Frequently Asked Questions (FAQs)

    1What is an example of a service request?

    A service request can be a request for information or guidance, or it could be a request to change a credential or deploy a workstation for a new customer.

    2What are the service request types?

    There are various service request types that assist users in making requests and service agents in organizing and responding to customer service requests. These types include:

    • Requesting Information: A request for information can involve a wide range of queries, from consumers seeking clarification on a specific procedure or regulation to a request for user instructions.
    • Requesting a Resource: Some service requests, such as those requesting a resource, may come from within a firm.
    • Authorization to Use a Service or Resource: When professionals make service requests requesting authorization to see or access a file, asset, or service, IT experts approve the request after determining if the expert is permitted to use the resource.
    • Ordering Service: This kind of service request entails the first configuration or purchase of a service. When responding to this request, IT experts may create a new account for a customer. These demands often mark the beginning of service. 
    3What is a service request?

    A formal request for service from a staff member, buyer, or dealer is referred to as a service request. These requests are required to start a pre-determined and agreed-upon service, which is a standard aspect of service delivery.

    Profile

    Manikandan Mohanakrishnan

    Consultant

    Manikandan Mohanakrishnan is a highly skilled corporate trainer, consultant, and content developer with expertise in a wide range of areas including ITIL 4, PRINCE2, Agile/Scrum, PMP, DevOps, and soft skills. With a passion for delivering exceptional training experiences, Manikandan offers a comprehensive suite of training services covering service management, project management, business simulations, and more. With over 20+ years of experience, he has successfully facilitated numerous programs, including business communications, emotional intelligence, team building, and organizational change management. Manikandan's dedication to empowering individuals and organizations shines through his motivational talks and impactful training sessions.

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