What is a Service Request?

Often, users will require support from the service provider in order to fully take advantage of the products and services on offer. That’s where service request management comes in. A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not used in response a failure or degradation of service (which are handled as incidents).

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice.

You can log a service request by accessing the service catalog on the IT Support Portal.