Summary

In this chapter, you were exposed to the key elements of the request management process, including its purpose and objectives, policies, process terms and definitions, inputs and outputs, activities, roles and responsibilities, key process indicators, process integrations, and technology requirements. You were provided with significant details about the process, which should enable you to get started with implementing the process or making improvements to your existing process.

In the next chapter, you will continue to learn about service management processes by looking at service catalog management. Service catalog management focuses on identifying the services a service provider is offering, documenting what the services are, and providing the default and options available for those services. Service catalog management also documents the agreed service requests that can be logged against the documented service, providing clarity about what a customer or user can expect...