Join Mark Thomas for an in-depth discussion in this video Request fulfillment, part of Cert Prep: ITIL Foundations.
- Ok we've covered a lot of processes in service operation. We've hit event, incident, problem management. I drew a beautiful mess up here for you, but what I wanted to talk about is at this service desk, one of the things that the service desk is handling is incidents. Another thing that the service desk might be dealing with is requests. And so requests are another form of demand into the service desk, and so one of the things that we have to be very careful of is that we don't clump request and incident management together. They're separate processes and should be handled as such, as separate processes.
The service desk still owns the request fulfillment process and generally owns the request life cycle from start to finish. So therefore, what we're doing? Simply, we're dealing with service requests from the users and that's what we're trying to do. And we're really managing the life cycle, the process is managing the life cycle for this because you know that a lot of requests are generally, they're low-risk, well understood. We have a process or a set of steps in which we can handle this and we have authorized certain roles to be able to do that.
Well what does that sound like? Sounds like a standard change. So many of the requests that we're doing at the service desk, pre-approved changes, they're standard changes. And so password reset, well let's take a different one, move ad change might be a better one, it's not an incident, it's a request, so we may be given authorization at the service desk to change those things, it's a standard change that might be that. So because we have pre-determined actions. So this is a channel for users to receive standard service, and that pre-defined approval and the qualification process exist.
So, I may be requesting software and I might do it through a call in service desk and if I'm authorized to get that software, then they could fulfill that but if not there might have to be an exception process that we go through, a different type of model that we have to get proper approvals like financial approval, managerial approval, and those types of things. A request can also be just asking for information, right? So a request could also be sources and supplies for standard services and components.
So this is really cool cause not this is a very, very powerful customer satisfaction type of process separate from incidents, incidents, of course, we need to be very, very cognitive of the user's needs and those things and request fulfillment they're not experiencing an incident so we can gain a lot of credibility by making sure that our request tickets or our requests are handled properly. So you get service satisfaction out of that. They are not incidents, as we've talked about before. The service desk owns this process and owns the life cycle of these incidents.
I'm sorry of requests. Now request fulfillment is the process that is best suited for self-help technology. Because many of these requests that the users have, we can automate those requests. Software download, an example I have is working at a major corporation not to long back, I had to move from one building to another building on this technology campus. I went out to the service catalog, navigated to a service called "Move Ad Change," initiated a request fulfillment ticket, put my name in, basic information, the group I was working for, the day I wanted to move, where I wanted to move from and to, all the basic information, I clicked submit.
Well, fifteen minutes later I get an email that says "Congratulations your move has been approved." In the background, that request had automatically been sent right off to one of the VPs that I was working from on the client's side and said, "Hey you got this contractor named Thomas who wants to "do a move ad change and basic information, "do you approve of this, "if you do it's gonna cost you so much" and he clicks approve and that triggered an email that came back to me and that email said, "Here's what you do on the day of the move." Here's what was very cool. Had all information, everything I needed, went home on Friday, Monday I showed up at the new place, my security badge now worked at the new building.
Security had been involved in here. I got up to the cubicle that I was working in, everything had been moved over the weekend, all that stuff had been done, didn't talk to a single person and my entire request was completed. Was I a happy customer? Yes I was, and I got a customer satisfaction survey and I told them so. So that's some ways in which you can automate this with the user self-help technology and capabilities type of stuff. So, you may have different request models, I guess is my point there, to insure that you handle certain types of request similar to the way we'd handle different types of incident models and so on.
And that's request fulfillment.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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