{"id":148374,"date":"2023-09-11T19:40:35","date_gmt":"2023-09-11T22:40:35","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/navegando-pelo-gerenciamento-de-requisicoes-de-servico-na-iso-20000\/"},"modified":"2025-12-11T14:14:43","modified_gmt":"2025-12-11T17:14:43","slug":"navegando-pelo-gerenciamento-de-requisicoes-de-servico-na-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/navegando-pelo-gerenciamento-de-requisicoes-de-servico-na-iso-20000\/","title":{"rendered":"Navigating Service Request Management in ISO 20000"},"content":{"rendered":"<p>Hey IT champs!<\/p>\n<p>Ever wondered what distinguishes a &#8216;service request&#8217; from the myriad of other demands that an IT department faces? Well, the<a href=\"https:\/\/itsmhouse.com\/3-frequently-repeated-myths-about-iso-iec-20000\/\"> ISO 20000<\/a> has got our backs on this one! Let\u2019s unravel the mystery together.<\/p>\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-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/navegando-pelo-gerenciamento-de-requisicoes-de-servico-na-iso-20000\/#Service_Requests_in_a_Nutshell\" >Service Requests in a Nutshell<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/navegando-pelo-gerenciamento-de-requisicoes-de-servico-na-iso-20000\/#So_What_Counts_as_a_Service_Request\" >So, What Counts as a Service Request?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/navegando-pelo-gerenciamento-de-requisicoes-de-servico-na-iso-20000\/#How_Do_We_Handle_These_Requests\" >How Do We Handle These Requests?<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Service_Requests_in_a_Nutshell\"><\/span><strong>Service Requests in a Nutshell<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>In the refreshed 2018 edition of ISO 20000, the Service Request Management process might appear more concise, but it remains pivotal. These are the activities that don&#8217;t require us to take the scenic route through the full-blown change management process.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"So_What_Counts_as_a_Service_Request\"><\/span><strong>So, What Counts as a Service Request?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>In layman\u2019s terms, think of requests for information, access, or those sweet, sweet pre-approved changes. That\u2019s right! No need for a lengthy approval ordeal. Some common examples? Resetting passwords (because who doesn\u2019t forget them now and then?), asking for access to specific systems, requesting essential documentation, or even just an inquiry. These are our bread and butter in IT.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"How_Do_We_Handle_These_Requests\"><\/span><strong>How Do We Handle These Requests?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Here&#8217;s a roadmap, as defined by the mighty ISO 20000:<\/p>\n<ol>\n<li><strong>Registration &amp; Classification:<\/strong> First, capture and categorize that request. Know what you\u2019re dealing with!<\/li>\n<li><strong>Prioritization:<\/strong> Not all requests are created equal. Rank them based on urgency and impact.<\/li>\n<li><strong>Resolution:<\/strong> The fun part &#8211; fulfilling the request. Provide the necessary information, grant that access, or make the pre-approved change.<\/li>\n<li><strong>Closure:<\/strong> Once fulfilled, close it out. Tidy endings are satisfying, aren\u2019t they?<\/li>\n<\/ol>\n<hr \/>\n<p>And there you have it! Service Request Management doesn\u2019t need to be a daunting task. With <a href=\"http:\/\/iso.org\">ISO<\/a> 20000:2018 as our guide, it\u2019s a structured and straightforward journey. Keep those requests rolling in, and remember, we&#8217;re here to serve (quite literally)!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hey IT champs! Ever wondered what distinguishes a &#8216;service request&#8217; from the myriad of other demands that an IT department faces? Well, the ISO 20000 has got our backs on this one! Let\u2019s unravel the mystery together. Service Requests in a Nutshell In the refreshed 2018 edition of ISO 20000, the Service Request Management process [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148375,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[9618,9451,10448,10153,10174],"class_list":["post-148374","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iso-20000","category-tutorials","tag-iso-20000-2","tag-it-service-management-2","tag-pre-approved-changes","tag-service-request-management","tag-service-requests"],"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>Navigating Service Request Management in ISO 20000 - PMG Academy<\/title>\n<meta name=\"description\" content=\"Dive deep into the streamlined process of Service Request Management as outlined in ISO 20000:2018. 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