ITIL_a guide to request fulfilment pdf

ITIL_a guide to request fulfilment pdf - ITIL A guide to...

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1 U C I S A I T I L : A G U I D E T O R E Q U E S T F U L F I L M E N T ITIL – A guide to request fulFlment What is a service request? The term service request is used as a generic description for many, varying types of request from users that are made to the IT department. Many of these service requests are actually small changes – low risk, frequently occurring, low cost, etc. Examples of service requests include a request to install an additional software application onto a particular workstation, a request to relocate some items of desktop equipment or maybe just a question requiring information. Their size, frequency and low risk nature means that they are more appropriately handled by a separate process, rather than being allowed to congest the normal incident and change management processes. This process is request ful±lment. The purpose and scope of request fulFlment Request ful±lment is the process of dealing with service requests from the users. The objectives of the request ful±lment process include: ± To provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists ± To provide information to users and customers about the availability of services and the procedure for obtaining them ± To source and deliver the components of requested standard services (e.g. licences and software media)
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ITIL_a guide to request fulfilment pdf - ITIL A guide to...

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