Beginner’s Guide to Service Request Management

Users frequently need assistance from the service provider to fully utilize the goods and services on offer. That’s where service request management comes in. A request from a user or the user’s authorized representative that initiates a service action that has been acknowledged as a regular component of service delivery is referred to as a service request. In response to a failure or degradation of service (which is handled as an incident), service requests are not used.

Service Request Fulfillment – Learn and Gain | Explained using Pizza and online shopping

Service request categories

To help customers make requests and service representatives organize and handle customer service requests, there are various categories to choose from. These categories include:

Requesting information

Customers who want clarification on a particular procedure or policy to those who need user instructions can all submit requests for information. IT service providers may write out instructions or share educational resources to satisfy this request. For instance, if a user asks for instructions on how to use the unique features of a website that monitors and supports their writing process, the customer service team might respond by providing a digital presentation outlining each unique feature.

Asking for a resource

Some service requests, like those for resources, may come from within a business. For instance, a worker could submit a service request to get a laptop provided by the company. Although internal employees frequently send these kinds of service requests, customers can also send them. For instance, a customer might ask their internet service provider for an extra modem.

Seeking permission to access a service or resource

IT specialists can typically approve service requests from professionals asking permission to view or access a file, resource, or service after verifying the professional’s authorization to use the resource. This is due to the fact that some businesses and services use a system to organize their data and services that only distributes the information that a professional specifically needs to know based on their specialty, department, or level of experience. This is also a common data protection practice for applications, as some features may need to be paid for or require a working customer account.

For instance, if a customer can’t access their account because they forgot their personal password, they can submit a service request. Since this is a frequent service request, numerous IT teams create automatic self-service options to assist clients in this circumstance.

Ordering service

This kind of service request entails setting up or purchasing a service for the first time. When responding to this request, IT specialists might create a new account for a client. These requests typically indicate a start of service. Although many applications permit users to create their own accounts, businesses that use more specialized or subscription applications for their employees frequently need to submit this kind of service request. For instance, if a business uses a specific app to share and track employee data, they might submit a service request to the IT department asking them to create new employee accounts for this app.

Providing feedback

Users may also submit service requests with general comments or grievances regarding the service. This kind of service request can inform IT teams of problems they were not aware of. Due to the high volume of requests, it can also assist IT teams in setting objectives and scheduling updates for their service. This can also assist them in determining how users will respond to a recent update or service change.

Users may send feedback to service professionals regarding their thoughts on the change or what they want the next update to include, for instance, if a service team plans to release an update that modifies the design of a well-known application.

What is a service request in ITIL?

Service requests are defined by the Information Technology Infrastructure Library (ITIL) as customer inquiries about services, access, and technological support. Service requests frequently involve multiple topics and actions and range in scope. Although other procedures like incident and change management are a part of IT service management, service requests come directly from customers and users, enabling IT support teams to deliver individualized services. It helps IT professionals modify their website, network, or service to meet the needs of its intended audience when users can submit service requests to inform experts about their service.

Request fulfillment describes the procedure when the IT services team responds to a service request. The management team may be responsible for ensuring the service team has the resources and assistance it needs to respond to customer requests quickly and effectively.

Service request vs. incident management

The primary distinction between service requests and incidents is that incidents require an immediate response, whereas service requests are typically less emergent in nature. For instance, a service-related incident might involve a website that crashes and is inaccessible to users. This would need the IT team’s immediate attention, as opposed to service requests like a user requesting a new account, which can wait a little bit. Additionally, incidents are more unpredictable than service requests, so service professionals frequently cannot respond automatically to incidents.

What is service request management?

IT specialists use a process called service request management to handle service requests. A standardized process that establishes the appropriate actions teams can take in response to service requests is advantageous to many teams. Setting up clear steps can improve the process’ effectiveness and efficiency. Although the procedure may vary depending on the management of the business and the nature of the service requests, it usually goes as follows:

1. Receive a service request

A client or internal worker submits a service request via email or a help portal on the IT team’s website to start this process. Customers may contact you in a variety of ways depending on the service. Additionally, customers can send these requests to various communication channels, such as an email address designated for customer complaints and feedback, if the service request is just general feedback.

2. Assess the request

Then, experts evaluate the inquiry to decide if it is something they can resolve or a client error. Determining whether a manager’s approval is necessary for the professionals to take the necessary steps to fulfill the request is also crucial. The IT team may reply to the customer with this request if they need more details from them in order to assist them.

3. Assign the task to the appropriate professional

In this step, if the expert who initially receives the service request is able to complete it on their own, they may do so. Otherwise, IT management experts can delegate the task to an employee who meets the requirements and has the necessary expertise. Identifying this request’s relative priority to other requests is crucial when assigning tasks. Many businesses respond to customer requests in the order they are received, but occasionally, depending on the circumstance, it may be necessary to respond to one request before others.

4. Resolve and follow up

The request can be resolved once the IT team determines who can handle the task and prioritizes it. Then these experts follow up with the client to see if they are satisfied with the service the team provided. Additionally, the IT team may use this as an opportunity to ask for more client feedback, which will allow them to eventually improve their service.

Tips for improving the service request management process

Here are some ideas to think about to enhance the service request management procedure at the business where you work:

Customize service for your customers

Prioritizing your customers and their needs is helpful because the success of your business depends on them. By tailoring your service to focus on client issues and obtaining client feedback to make improvements, you can accomplish this in service request management. In the interim, offering customers self-help resources to try troubleshooting their problems can be helpful. To help your representatives quickly resolve common problems, you can also create procedures for your services.

Adding user-friendly features to your website so that customers can report problems, find answers to frequently asked questions, and submit service requests is another way to improve your customer service for them.

Document your service management process

Your staff will be able to serve customers more effectively if you document the service management process. Having a defined process can help with training and ensure consistency in your service. Write down the steps involved in resolving a service issue, along with which employees are responsible for each step, to document your process. Making a list of the details employees need to address a problem, like when it occurs, how it affects people, and the tools or authorizations they require to handle service requests, is also helpful.

Integrate your systems and processes

The company system can benefit from having all of your processes integrated in a number of ways, such as automating tasks, organizing data, delivering quick service, and tracking progress. This can make professionals more organized and efficient when responding to requests. Having a productive and successful process can help reduce stress at work and provide users with excellent service.

Create an accessible experience for customers

Its helpful to create self-service options for customers. Depending on the complexity, this may make it simpler for users to submit service requests and assist clients in solving their own problems. For instance, gaining access to customers’ accounts after they forget their passwords is a typical service request. Customers can gain access to their accounts more quickly and ensure that IT teams have a manageable workload by using a self-service option that enables them to change their own passwords with a security code.


What is Service Request Management?

Service request management refers to the procedures and equipment utilized by businesses to handle service requests from clients, staff members, and suppliers. Get Demo. Modern businesses must provide the necessary service and support to both external customers and internal employees in order to function effectively.

What is a key purpose of service request management?

By handling all pre-defined, user-initiated service requests in an efficient and user-friendly manner, the service request management practice supports the agreed-upon quality of a service.

What is the service request?

A formal user request for a new service is known as a service request. Example: “I need a new Macbook. An incident is a sudden occurrence that necessitates an emergency response because it interferes with or lowers the quality of a service. Example: “The website is down!”.

What are the types of service request?

A formal user request for a new service is known as a service request. Example: “I need a new Macbook. An incident is a sudden occurrence that necessitates an emergency response because it interferes with or lowers the quality of a service. Example: “The website is down!”.

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