Purpose and objectives
Request management is the process that is responsible for managing all service requests from users, from initiation through to closure.
The purpose of request management is to manage the life cycle of a service request from the time the request is initiated until it has been successfully fulfilled. Request management is responsible for fulfilling all service requests according to the agreed conditions defined in a request model and SLAs.
A service request is defined as a user-initiated request for something they do not have today but will need some time in the future to do their job. A service request can be as simple as a request for a password reset or more significant, such as adding a new service to their capability. In all cases, service requests are clearly defined by applying the appropriate request model to identify what actions need to occur to fulfill the request. All service requests will be predefined and documented. Service requests could be...
