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Service Request Management

A Service Request refers to a formal user request for a service, information, or standard change within an IT system. Unlike incidents, service requests are planned and do not indicate service disruption or failure.

Key Aspects of a Service Request:​

  • Objective: Fulfill user requests efficiently through predefined workflows.

  • Examples:

    • Requesting access to an application
    • Resetting a password
    • Provisioning new hardware (e.g., a laptop)
    • Setting up a new email account

  • Resolution Process:

    • Request Submission – User submits a request through the portal.
    • Approval Workflow – If required, approval is sought from relevant authorities.
    • Fulfillment – The requested service is delivered.
    • Closure – Request is marked as completed.

Service Request Interface