Request Fulfilment Process

translates to German

Request Fulfilment Prozess Der Prozess, der für das Management des Lebenszyklus aller Service Requests verantwortlich ist.

has evolved from

Incident Management process the Process responsible for managing the Lifecycle of all Incidents (including Service Requests)

contains

Request Fulfilment basic concepts Many Service Requests will be frequently recurring, so a predefined process flow (a model) can be devised to include the stages needed to fulfil the request, the individuals or support groups involved, target timescales and escalation paths.

Request Fulfilment objectives Request Fulfilment is the processes of dealing with Service Requests from the users.

Request Fulfilment roles Initial handling of Service Requests will be undertaken by the Service Desk and Incident Management staff.

Service Request a request from a User for information, or advice, or for a Standard Change or for Access to an IT Service

For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by ...

can be mapped from

DS08 Manage service desk and incidents 

[08.2] Incident management Objective: To restore agreed service to the business as soon as possible or to respond to service requests.

Source: Service Operation (OGC)

• 4.3 Request Fulfilment