Request Fulfillment
Definition:- When a user submits a formal request for something — a password change, new hardware or software they would like, or pretty much anything they want or need, it’s called a service request.
Objectives:-
- Make the users aware of the availability of existing services and the procedure to request them
- To create a separate channel through which users can request and receive the required service that has been granted prior approval
- Obtain and deliver the requested standard services on time
- To provide assistance with general information requests and complaints.
Scope:- A company will have several hundred service requests per day. It becomes tough to manage all of them unless there is a standardized model to outline and classify the request. The service request model should be built in such a way so as to consider the parameters mentioned below:
- The person or team who will be in charge of handling the request needs to be appointed
- The process used to deliver the service should be determined.
- The service request should be fulfilled quickly and on time according to the predetermined time window or a service level agreement
If the response team is unable to fulfill the service request, an alternate path to escalate the request further should be taken.