{"id":148376,"date":"2023-09-12T20:53:22","date_gmt":"2023-09-12T23:53:22","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/navigating-the-stages-of-service-request-management-in-iso-20000\/"},"modified":"2025-12-11T14:14:29","modified_gmt":"2025-12-11T17:14:29","slug":"navigating-the-stages-of-service-request-management-in-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/","title":{"rendered":"Navigating the Stages of Service Request Management in ISO 20000"},"content":{"rendered":"<p>Hey there, IT enthusiasts!<\/p>\n<p>Ever found yourself juggling multiple service requests and wondering if there&#8217;s a structured way to handle them? Enter<a href=\"https:\/\/itsmhouse.com\/service-catalog-management-in-iso-20000\/\"> ISO 20000<\/a>. Let\u2019s get into the nitty-gritty of how to navigate these requests like a pro.<\/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\/navigating-the-stages-of-service-request-management-in-iso-20000\/#Stage_1_Submitting_the_Service_Request\" >Stage 1: Submitting the Service Request<\/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\/navigating-the-stages-of-service-request-management-in-iso-20000\/#Stage_2_Evaluating_the_Service_Request\" >Stage 2: Evaluating the 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\/navigating-the-stages-of-service-request-management-in-iso-20000\/#Stage_3_Fulfilling_the_Service_Request\" >Stage 3: Fulfilling the Service Request<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#Stage_4_Closing_the_Service_Request\" >Stage 4: Closing the Service Request<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Stage_1_Submitting_the_Service_Request\"><\/span><strong>Stage 1: Submitting the Service Request<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Picture this: A user or an authorized employee needs a service that&#8217;s listed in your service catalogue. Maybe it&#8217;s a software renewal, or perhaps they&#8217;re curious about Wi-Fi security while at a sales conference. The request could come via phone call or email, but if you&#8217;re looking for the MVP method \u2013 it&#8217;s all about that help desk software, my friend.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Stage_2_Evaluating_the_Service_Request\"><\/span><strong>Stage 2: Evaluating the Service Request<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Once you get a request, it&#8217;s not an immediate dive into solution mode. Our trusty IT team first evaluates it. Is it a standard ask, or does it need a thumbs-up from a third party like a supervisor or even HR?<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Stage_3_Fulfilling_the_Service_Request\"><\/span><strong>Stage 3: Fulfilling the Service Request<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This stage is all about the action. IT technicians will need to pull out their checklist, which includes supply lists, the estimated time for completion, and the requester&#8217;s contact details. All these ensure that the assigned tech can seamlessly get that request over the finish line.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Stage_4_Closing_the_Service_Request\"><\/span><strong>Stage 4: Closing the Service Request<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Closure isn&#8217;t just about ticking off a task. It\u2019s also about aftercare. What follow-ups are needed post-completion? An essential aspect to keep an eye on is the average ticket times \u2013 both overall and for individual techs. These tickets offer golden insights, helping improve the entire service request process.<\/p>\n<hr \/>\n<p>And there you have it! With <a href=\"http:\/\/iso.org\">ISO<\/a> 20000:2018 guiding our path, managing Service Requests becomes a structured and efficient dance. Keep those requests coming, and remember \u2013 in the world of IT, structure is our best friend.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hey there, IT enthusiasts! Ever found yourself juggling multiple service requests and wondering if there&#8217;s a structured way to handle them? Enter ISO 20000. Let\u2019s get into the nitty-gritty of how to navigate these requests like a pro. Stage 1: Submitting the Service Request Picture this: A user or an authorized employee needs a service [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148377,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[9618,9451,10449,10450,10153],"class_list":["post-148376","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-request-evaluation","tag-service-request-closure","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>The Stages of Service Request Management in ISO 20000 - PMG Academy<\/title>\n<meta name=\"description\" content=\"Dive deep into the structured stages of Service Request Management as outlined in ISO 20000:2018. From submission to closure, we&#039;ve got it all mapped out for you!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Navigating the Stages of Service Request Management in ISO 20000\" \/>\n<meta property=\"og:description\" content=\"Dive deep into the structured stages of Service Request Management as outlined in ISO 20000:2018. From submission to closure, we&#039;ve got it all mapped out for you!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-12T23:53:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-11T17:14:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1443\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Navigating the Stages of Service Request Management in ISO 20000\",\"datePublished\":\"2023-09-12T23:53:22+00:00\",\"dateModified\":\"2025-12-11T17:14:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\"},\"wordCount\":307,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg\",\"keywords\":[\"iso 20000\",\"it service management\",\"Request Evaluation\",\"Service Request Closure\",\"service request management\"],\"articleSection\":[\"ISO 20000\",\"Tutorials\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\",\"name\":\"The Stages of Service Request Management in ISO 20000 - PMG Academy\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg\",\"datePublished\":\"2023-09-12T23:53:22+00:00\",\"dateModified\":\"2025-12-11T17:14:29+00:00\",\"description\":\"Dive deep into the structured stages of Service Request Management as outlined in ISO 20000:2018. From submission to closure, we've got it all mapped out for you!\",\"breadcrumb\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg\",\"contentUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg\",\"width\":2560,\"height\":1443},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Tutorials\",\"item\":\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"ISO 20000\",\"item\":\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/iso-20000\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Navigating the Stages of Service Request Management in ISO 20000\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#website\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/\",\"name\":\"PMG Academy\",\"description\":\"Seu portal de estudos de ITSM, Cyber, EGIT e Projetos \u00c1geis\",\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/sandbox2.institutopmg.com\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\",\"name\":\"PMG Academy\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png\",\"contentUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png\",\"width\":6964,\"height\":2938,\"caption\":\"PMG Academy\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\",\"name\":\"Adriano Martins Antonio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"url\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"contentUrl\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"caption\":\"Adriano Martins Antonio\"},\"sameAs\":[\"https:\/\/www.facebook.com\/adriano.martinsantonio\"],\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/author\/adrianopmgacademy-coms\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The Stages of Service Request Management in ISO 20000 - PMG Academy","description":"Dive deep into the structured stages of Service Request Management as outlined in ISO 20000:2018. From submission to closure, we've got it all mapped out for you!","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/","og_locale":"en_US","og_type":"article","og_title":"Navigating the Stages of Service Request Management in ISO 20000","og_description":"Dive deep into the structured stages of Service Request Management as outlined in ISO 20000:2018. From submission to closure, we've got it all mapped out for you!","og_url":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/","og_site_name":"PMG Academy","article_publisher":"https:\/\/www.facebook.com\/PMG.Academy.Brasil","article_author":"https:\/\/www.facebook.com\/adriano.martinsantonio","article_published_time":"2023-09-12T23:53:22+00:00","article_modified_time":"2025-12-11T17:14:29+00:00","og_image":[{"width":2560,"height":1443,"url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg","type":"image\/jpeg"}],"author":"Adriano Martins Antonio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Adriano Martins Antonio","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#article","isPartOf":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/"},"author":{"name":"Adriano Martins Antonio","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7"},"headline":"Navigating the Stages of Service Request Management in ISO 20000","datePublished":"2023-09-12T23:53:22+00:00","dateModified":"2025-12-11T17:14:29+00:00","mainEntityOfPage":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/"},"wordCount":307,"commentCount":0,"publisher":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage"},"thumbnailUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg","keywords":["iso 20000","it service management","Request Evaluation","Service Request Closure","service request management"],"articleSection":["ISO 20000","Tutorials"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/","url":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/","name":"The Stages of Service Request Management in ISO 20000 - PMG Academy","isPartOf":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage"},"thumbnailUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg","datePublished":"2023-09-12T23:53:22+00:00","dateModified":"2025-12-11T17:14:29+00:00","description":"Dive deep into the structured stages of Service Request Management as outlined in ISO 20000:2018. From submission to closure, we've got it all mapped out for you!","breadcrumb":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#primaryimage","url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg","contentUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/support-community-aid-help-team-assistance-concept-scaled-1.jpg","width":2560,"height":1443},{"@type":"BreadcrumbList","@id":"https:\/\/sandbox2.institutopmg.com\/en\/navigating-the-stages-of-service-request-management-in-iso-20000\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Tutorials","item":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/"},{"@type":"ListItem","position":2,"name":"ISO 20000","item":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/iso-20000\/"},{"@type":"ListItem","position":3,"name":"Navigating the Stages of Service Request Management in ISO 20000"}]},{"@type":"WebSite","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#website","url":"https:\/\/sandbox2.institutopmg.com\/en\/","name":"PMG Academy","description":"Seu portal de estudos de ITSM, Cyber, EGIT e Projetos \u00c1geis","publisher":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/sandbox2.institutopmg.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization","name":"PMG Academy","url":"https:\/\/sandbox2.institutopmg.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png","contentUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png","width":6964,"height":2938,"caption":"PMG Academy"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/PMG.Academy.Brasil"]},{"@type":"Person","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7","name":"Adriano Martins Antonio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","url":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","contentUrl":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","caption":"Adriano Martins Antonio"},"sameAs":["https:\/\/www.facebook.com\/adriano.martinsantonio"],"url":"https:\/\/sandbox2.institutopmg.com\/en\/author\/adrianopmgacademy-coms\/"}]}},"_links":{"self":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148376","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/users\/85233"}],"replies":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/comments?post=148376"}],"version-history":[{"count":2,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148376\/revisions"}],"predecessor-version":[{"id":149240,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148376\/revisions\/149240"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media\/148377"}],"wp:attachment":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media?parent=148376"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/categories?post=148376"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/tags?post=148376"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}