Process terms and definitions
There are two key terms related to request management: service request and request model. We’ll define them in this section.
Service request
A service request is defined as a standard request from a user for information, a new capability, access, or a service. A service request can also be used to enable a customer or user to log feedback on the services being provided or record compliments or complaints about the service. This provides the user or customer with a consistent mechanism for providing information about the perception of a service. All service requests must have a request model defined for them, a clear definition of the resources needed to fulfill the request, and an agreed timeline for satisfying the service request when it’s initiated.
Request model
A request model is a template for a specific instance of a service request. Request models are used to ensure the efficient and effective fulfillment of a service request...
