This article provides an overview of the ITIL request fulfilment process.
Request Fulfilment is a process within the service desk responsible for dealing with small, repeatable changes (Service Requests) that the IT support team perform for the users. These tasks are usually chosen from a pre-defined list, or menu. Typical requests might be for IT hardware or a password reset.
More in-depth features include:
- Defined process flows,
- Request models,
- Approvals,
- Metrics.
The success of a Request Fulfilment process is based on a knowledgeable service desk, and well defined, agreed requests that will be provided. There should also be a focus on continual improvement, looking at which requests can be automated, or performed by the users themselves.
For more information please contact Morland-Austin at info@morland-austin.com.