A Guide on Service Request Management in ITIL4

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29th Mar, 2023
A Guide on Service Request Management in ITIL4

Service requests enable IT experts to assist clients who are experiencing problems with an application, network, or technical equipment. Companies frequently employ IT support teams that specialize in fixing these issues and improving user experience. If you want to work in IT, you need to grasp the service request management procedure. In this article, we define service requests, covering the various ITIL service request types, processes in service request management and more.

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. 

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What is Service Request Management?

The ITIL service request definition states that it is a procedure of getting, recording, and responding to service requests known as service request management. Service request management is critical for service teams that get a high volume of requests (such as IT, HR, and workplace teams) to handle such requests and ensure that nothing goes through the cracks.

Implementing a set service request management ITIL procedure can assist your team in providing excellent service amid large request counts. It facilitates your ability to: 

  1. Acknowledge, process, and allocate requests to the appropriate team member as soon as possible. 
  2. Follow up on service requests to ensure that workers are satisfied with the assistance they get. 
  3. Standardize requests by creating a service catalog that specifies the services that are provided. 
  4. Monitor service requests from submissions to ITIL service request fulfillment so you know what's going on and the time it takes your workforce to handle them. 
  5. Control and optimize your workforce's response to service inquiries. 
  6. Secure your team's bandwidth and avoid sinking in a wave of requests. 

Service request management is a fundamental of IT Service Management (ITSM) and is a set of IT operations procedures that assist teams in implementing, improving, and managing IT programs. The IT Infrastructure Library (ITIL) framework, which is part of ITSM, offers additional standards and best practices for service request management ITIL. 

Main Steps in Service Request Management

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

1. Submission

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 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

What is the Purpose of Service Request Management?

The purpose is to support the agreed-upon quality service by effectively processing all pre-defined, user-initiated service requests. Service request management relies on well-designed methods and procedures that are conducted through monitoring and automation solutions to optimize practice efficiency. Service request management should adhere to the following standards to be managed optimally: 

  1. Service requests and their execution should be as coherent and controlled as feasible. 
  2. Guidelines should specify which service requests will be performed with little or no extra approvals to expedite the service request management process. 
  3. Users' requirements for completion timelines and prices should be set based on what the company can offer. 
  4. 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. 

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.


Implementing service request management effectively has several advantages, including more productive IT services and activities that break through the chaos and design processes that meet your team's demands, higher CSAT scores, and lower operating expenses. The sooner you adopt it in your IT department, the quicker you will save time and money.

Hone your concepts and skills with the KnowledgeHut ITIL Training Online program. The program is designed to teach students the important concepts, terminologies, and best practices for devising and improving IT services in the organization. Students become acquainted with ITIL concepts with self-paced training, practice quizzes, mock tests and regular assessments. 


Mounika Narang


Mounika Narang is a project manager having a specialisation in IT project management and Instructional Design. She has an experience of 10 years 
working with Fortune 500 companies to solve their most important development challenges. She lives in Bangalore with her family.

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Frequently Asked Questions (FAQs)

1What 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.

2What 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.

3What 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. 

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