What is Service Request 

    In ITIL (Information Technology Infrastructure Library), a service request is a formal request from a user or customer for information or for access to a standard IT service. Service requests are generally less complex than incidents or problems and are typically pre-defined and documented in a service catalog. Service requests can include a wide range of IT services, such as requesting access to an application, resetting a password, or requesting a new laptop.

A service request can be submitted through various channels such as phone, email, web portal, or chat, and is managed through a formal process called the service request management process. The process typically includes the following steps:

1.    Request Logging: 

        The service request is logged in the service request management tool and assigned a unique identifier for tracking and reporting purposes.

2.    Classification and Categorization: 

        The service request is classified and categorized based on predefined categories and criteria. This helps to ensure that the request is routed to the appropriate team or individual for fulfillment.

3.    Prioritization: 

        The service request is prioritized based on its urgency and impact on business operations. This helps to ensure that critical requests are fulfilled first.

4.    Approval and Authorization: 

        Depending on the type of service request, approval and authorization may be required from the appropriate stakeholders, such as a manager or department head.

5.    Fulfillment: 

        Once the service request is approved and authorized, it is fulfilled by the appropriate IT team or individual. The requester is kept informed of the status of the request throughout the fulfillment process.

6.    Closure: 

        Once the service request is fulfilled, it is closed in the service request management tool and the requester is notified of the resolution.

By managing service requests through a formal process, organizations can ensure that requests are fulfilled consistently and efficiently, with minimal impact on business operations. This helps to improve customer satisfaction and enables IT teams to focus on more complex incidents and problems.