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Friday, March 16, 2012

Key Activities in Request Fulfillment


Request Fulfillment should be made as simple as possible. Unlike Incidents, Requests ought to be predictable and planned for. It will depend on the size and scale of an organization whether Requests are handled through the same logging system as Incidents. For organizations with a large number of Requests, a separate logging and progressing system may be appropriate.

The key role of Request Fulfillment is to handle a large number of Requests efficiently and to avoid any bureaucratic bottlenecks. Users will be frustrated if a legitimate Request or query cannot be efficiently handled and responded to. A holistic view of the situation can be taken by handling all the Requests in one place, allowing training needs, communication gaps and requirements for Standard Changes to be identified.

Request Models

Where high volumes of the same or similar requests are expected, a process model can be defined to standardize the activities to be undertaken. Adoption of Request models will streamline the process and allow greater volumes to be processed.

Relationship with Other Service Management Processes

Request Fulfillment is a pretty straightforward and simple process. It does not interact with many of the other service management processes. It interacts with only two of those processes:
1. Financial Management &
2. Change Management

Financial Management

There needs to be a strong link between Financial Management and Request Fulfillment to ensure that volumes, workload and use of resources are fully understood.

Change Management

Where the Request model relates to a Standard Change, there will have been the necessary approval from Change Management which will have taken into account the Financial Management issues.

Prev: Introduction to Request Fulfillment

Next: Introduction to Service Asset and Configuration Management

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