Process activities
Request management activities may vary from one request to another. The activities will be defined in a request model for request management. However, some activities will be consistent for every service request. These are as follows:
- Initiate a request
- Record the request
- Validate the service request
- Determine entitlement
- Authorize the request (if needed)
- Fulfill the request based on the request model
- Confirm that the request has been fulfilled
- Close the request
Figure 10.3 shows the generic flow for request management:
Figure 10.3 – Generic service request process flow
Figure 10.4 shows an example of the flow of an access service request:
Figure 10.4 – Example access service request
The subsequent sections describe what is involved in each of the activities described in both process flows.
Initiate a request
Initiate a request occurs when a...
