{"id":148147,"date":"2023-03-16T13:36:40","date_gmt":"2023-03-16T16:36:40","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/service-request-management\/"},"modified":"2025-12-16T14:44:09","modified_gmt":"2025-12-16T17:44:09","slug":"service-request-management","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/","title":{"rendered":"Service Request Management"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/itsmhouse.com\/how-to-build-an-it-service-catalog\/\">Service Request Management<\/a> is a relatively simple subject, but most people facing Service Desks do not consider some important details. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">T<\/span><span style=\"font-weight: 400;\">herefore, it is good to bear in mind that, according to <a href=\"https:\/\/www.axelos.com\/certifications\/itil-service-management\/itil-4-foundation\">ITIL 4<\/a>, a service request is a call for the action of a service that is agreed as a normal part of service delivery. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Understand here what Service Request Management is, types, guidelines, considerations, and much more!<\/span><\/p>\r\n<p><strong>Also read the article: <a href=\"https:\/\/sandbox2.institutopmg.com\/blog\/itsm\/o-que-e-itil-4-como-e-a-certificacao-guia-definitivo-da-itil-4\/\">What is ITIL 4? Definitive Guide to ITIL 4<\/a><\/strong><\/p>\r\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#About_Service_Request_Management\" >About Service Request Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Types_of_Service_Requests\" >Types of Service Requests<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Considerations_on_Service_Request_Management\" >Considerations on Service Request Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#General_Guidelines_on_Service_Request_Management\" >General Guidelines on Service Request Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Service_Requests_and_Automation\" >Service Requests and Automation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Contribution_of_Service_Request_Management_to_Value_Chain_Activities\" >Contribution of Service Request Management to Value Chain Activities<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Improve\" >Improve<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Engage\" >Engage<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Design_and_transition\" >Design and transition<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Obtainbuild\" >Obtain\/build<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-request-management\/#Delivery_and_support\" >Delivery and support<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"About_Service_Request_Management\"><\/span><span style=\"font-weight: 400;\">About Service Request Management<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">In short, the goal of the Service Request Management practice is to support the agreed quality of a service by dealing with all requests, pre-defined and initiated by the user, in an effective, easy, and user-friendly way.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Thus, service requests are a normal part of delivering a service and do NOT represent a failure or degradation to be treated as an incident.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, the Service Request Management practice is essential to take your Service Desk to the next level.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Types_of_Service_Requests\"><\/span><span style=\"font-weight: 400;\">Types of Service Requests<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Firstly, service requests can be divided into some types:<\/span><\/p>\r\n<ul>\r\n<li><span style=\"font-weight: 400;\">A request for a service delivery action, such as providing a report or replacing a printer ink cartridge;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">An information request, such as how to create a document or what the company&#8217;s business hours are;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">A request for the provision of a resource or service, such as a phone or notebook for a user or a virtual server for a development team;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">A request for access to a resource or service, such as access to a file or folder.<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Furthermore, there are also feedback, compliments, and complaints, such as complaints about the new interface or compliments to the support team.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Considerations_on_Service_Request_Management\"><\/span><span style=\"font-weight: 400;\">Considerations on Service Request Management<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">As service requests are pre-defined and pre-agreed, they can be formalized into clear procedures for initiation, approval, fulfillment, and management.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Moreover, some service requests have very simple workflows, such as an information request.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">On the other hand, others, such as setting up a new employee, can be quite complex and require collaboration from several teams and systems.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In this case, it is necessary to be familiar with and test the steps for executing a request, allowing the provider to make agreements on response times or deadlines, as well as providing clear communication about the status of requests to users.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Of course, this is independent of complexity.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Some service requests require authorization according to financial policies, information security, or any other applicable policies.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"General_Guidelines_on_Service_Request_Management\"><\/span><span style=\"font-weight: 400;\">General Guidelines on Service Request Management<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Finally, there are certain guidelines that the Service Request Management practice must follow to ensure its success. Here are some of them:<\/span><\/p>\r\n<ul>\r\n<li><span style=\"font-weight: 400;\">Automate, as much as possible, service requests and their fulfillment procedures;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Establish policies on which requests can be fulfilled with little or no approval, simplifying fulfillment;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Establish user expectations about response times clearly, based on what the organization can realistically deliver;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Identify and implement improvement opportunities to streamline and take advantage of automation benefits in service fulfillment.<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">In addition, consider creating workflows to document and redirect any request considered as a service request but that should actually be treated as an incident or change.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_Requests_and_Automation\"><\/span><span style=\"font-weight: 400;\">Service Requests and Automation<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Some service requests can be fully fulfilled through automation, from submission to closure, allowing for a complete self-service experience.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Examples include installation of client software, provisioning of virtual servers, issuing simple reports, answering questions, among others.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In short, Service Request Management relies on well-designed processes and procedures, operated through automation and tracking tools to maximize the efficiency of the practice.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In this case, different types of service requests will have distinct fulfillment workflows.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\"><strong>Important:<\/strong> efficiency and ease of maintenance will be greater if we consider a limited number of workflow templates.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">And when adding new service requests to the service catalog, take advantage of existing workflow templates.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Contribution_of_Service_Request_Management_to_Value_Chain_Activities\"><\/span><span style=\"font-weight: 400;\">Contribution of Service Request Management to Value Chain Activities<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">So, considering ITIL 4, it is possible to understand how Service Request Management contributes to service value chain activities.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">The practice is involved throughout the value chain, except in the &#8220;plan&#8221; activity.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Improve\"><\/span><span style=\"font-weight: 400;\">Improve<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">Service Request Management can provide a channel for user feedback, compliments, and complaints, and contribute to improvement by providing trend, quality, and feedback information on request fulfillment.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Engage\"><\/span><span style=\"font-weight: 400;\">Engage<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">Service Request Management includes regular communication to receive user requirements, establish expectations, and provide status updates.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Design_and_transition\"><\/span><span style=\"font-weight: 400;\">Design and transition<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">Standard changes can be initiated and fulfilled as service requests.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Obtainbuild\"><\/span><span style=\"font-weight: 400;\">Obtain\/build<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">Fulfilling requests may require the acquisition of pre-approved service components.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Delivery_and_support\"><\/span><span style=\"font-weight: 400;\">Delivery and support<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">Finally, Service Request Management significantly contributes to the normal delivery of service. This activity has its greatest focus on ensuring that users remain productive, which sometimes greatly depends on the fulfillment of their requests.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Have questions about Service Request Management? If so, leave them in the comments. Don&#8217;t forget to check out the other blog posts.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>Service Request Management is a relatively simple subject, but most people facing Service Desks do not consider some important details. Therefore, it is good to bear in mind that, according to ITIL 4, a service request is a call for the action of a service that is agreed as a normal part of service delivery. [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148148,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9436,9433],"tags":[10148,10149,9571,10150,9548,9451,9502,9503,9452,10151,10152,10153],"class_list":["post-148147","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil4","category-tutorials","tag-centrais-de-servicos","tag-gerenciamento-de-requisicao-de-servicos","tag-gerenciamento-de-servicos-de-ti-2","tag-help-desk","tag-it-management","tag-it-service-management-2","tag-itil-2","tag-itil-4-2","tag-itsm-2","tag-requisicao-de-servicos","tag-service-request","tag-service-request-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Request Management - PMG 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