147 common request types 107 1461 requests as a type

14.7 Common Request Types 107
14.6.1 Requests as a Type of Incident
In order to simplify the arbitrary labelling of requests and incidents many or-
ganisations use a ‘ticket type’ attribute within their incident management sys-
tem to differentiate between true incidents i.e. user/service impacting events,
requests, questions and complaints. The selection of ticket type may be auto-
mated and based upon the categorisation of the ticket or it may be manually
selected. Such an approach enables management reports to include or exclude
requests from incidents and vice versa. The benefits of such an approach are
that front line agents have only one interface to use and therefore are more
likely to choose the correct one! However, such an approach will also have its
downsides as a typical incident management interface may be overly compli-
cated for service personnel who predominantly handle less technical requests
such as those related to facilities etc.
14.7 Common Request Types
But what do we actually mean by the term ‘requests’? Within an IT context,
requests may come in a variety of forms, some of which are outlined below:
• Questions i.e. requests for information
◦ When? What? Who? Why?
• Support requests i.e. requests for technical assistance
◦ How do I . . . ? Can you tell me how . . . ?
• Complaints i.e. a request for reparation, explanation and/or apology or
combination of all three
• Subscription requests i.e. requests for services
◦ Service enrolment/Subscriptions
◦ Subscription changes
◦ Cancellation of subscription
• Profile updates e.g. Personal information changes etc
• Equipment requisitions
◦ Low value items e.g. Replacement mice, keyboards, computer bags,
telephone headsets, USB memory sticks etc
◦ High value items e.g. Laptops, screens, PDAs, mobile phones etc
• Consumable requisitions
◦ Printer toner/ink cartridges, screen wipes, network cables, blank CDs etc
• Resource bookings i.e. requests for Meeting rooms, LCD projectors, loan
equipment etc
◦ Availability checks
◦ Bookings/Reservations
◦ Cancellations/Booking amendments

108 14 Request Management
Some of you reading this list may consider some of the above items to be
‘changes’, and indeed in some organisations such requests are handled as part
of the change management process. It largely depends upon the level of gran-
ularity used to filter inputs to the change process as well as the level of control
the business wishes to exert over a specific type of user requirement.
14.8 Request Management and the Change
Management Process
The request management process shares as many similarities with the change
management process as it does with the incident management process. It may
be necessary to implement approval processes for certain types of request to
ensure that sufficient levels of financial control are exerted. Requests may
require a series of actions, or tasks, to be completed by various groups to
fulfil their stated requirement e.g. a simple meeting room booking request
may require Reception to place the attendees names on a welcome board and
prepare visitor passes, Facilities to arrange the furniture and provide suitable
refreshments, IT to provide a LCD projector and ensure internet connectivity
is available and the Telecommunications team to set up a video conference
call. All of these discrete tasks need to be coordinated to ensure that the
request is satisfied fully.