What is Service Request Management?

Service Request Management is a structured IT practice that handles routine, user-initiated requests for standard services through a formalized process. 

It provides a systematic approach for receiving, tracking, fulfilling, and resolving predictable user needs that are considered normal operational activities rather than incident responses.

ITIL defines a service request as "a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery." 

The practice structures the management of these requests — such as password resets, software installations, and access permissions — by following a clear process: logging, categorization, fulfillment, and closure.

Service Request Management vs. Incident Management

Service Request Management and Incident Management are separate ITIL 4 practices, each handling different types of user needs. 

• Service Request Management deals with predefined, low-risk requests for services, such as software access or password resets. These requests follow structured workflows and do not indicate service disruptions.
• Incident Management focuses on restoring normal service operations as quickly as possible after an unplanned disruption. Incidents require troubleshooting, root cause analysis, and immediate attention to minimize downtime. While service requests follow predictable steps, incidents require in vestigation and problem-solving.

Types of service requests 

Service requests can be classified based on their purpose and the type of action required. 

• Request for access: Users requesting permissions for applications, systems, or data. This can include granting access to cloud storage, company databases, or internal tools.
• Standard changes: Users ask for pre-approved, low-risk changes that follow a structured process, such as installing software, updating configurations, or modifying user permissions.
• Service provisioning: This includes hardware and software requests, network configurations, or any other new IT resources users may need.
• Request for information: Users seeking clarification on IT policies, system functionalities, or general IT-related inquiries. These requests do not require technical changes; they only require guidance or documentation.
• Training requests: Requests for training sessions, workshops, or tutorials on using certain software applications or tools.

Here are some service request examples to illustrate:

• A new employee requests access to the company's project management software.
• A user asks IT for information about VPN setup for remote work.
• A department requests an update to their shared drive permissions.
• An employee submits a request for a licensed version of a design application.
• A manager asks IT to set up a new laptop for an incoming team member.

The Service Request Management process

There are various ways to design a Service Request Management process flow, but it typically follows these five steps:

1. Request capture and logging: The first step is when the user makes the request by contacting or submitting a ticket to the service desk. This stage includes capturing essential details about the request, such as the requester's contact information and the type of request.
    
2. Categorization and prioritization: Each request of service is categorized based on predefined criteria to help the service desk assign them to the correct team quickly and accurately. Requests are also prioritized to ensure that their impact and urgency is efficiently managed.  
    
3. Authorization (if required): Some requests, such as access to sensitive data or expensive hardware, may require manager or security approval before proceeding.
    
4. Fulfillment: The appropriate team processes the request. All through this process the service desk must communicate with the users to provide updates on the resolution and estimated completion times.
    
5. Closure and feedback: Once completed, the request is marked as fulfilled in the ITSM system, and the user is notified. You can also proceed to feedback collection, to help improve service quality.
    

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4 Service Request Management benefits

Done well, Service Request Management can improve user experience by acting as a shop window to IT. It can also support help desk agent’s jobs by providing them clear and useful guidelines to carry out their tasks. 

In more detail, the benefits of Service Request Management include:

• Better organized workplace: Having a central point of contact for users to direct service requests helps make sure no petition is lost, ignored, or forgotten about.
• Improved colleague experience or CX: It ensures that colleagues and customers have an effective process for submitting and keeping track of their requests, boosting their overall experience.
• Greater process transparency: Users and IT staff can monitor the progress of requests in real-time, promoting transparency and accountability in IT service delivery.
• A more consistent process: Request Management enforces user models and standard procedures for request fulfillment, reducing the potential for error and ensuring consistent service delivery.

6 ITIL Service Request Management best practices

According to AXELOS, Service Request Management is widely adopted – with 85% of surveyed organizations using it – but still, 61% acknowledged they need to improve it. 

This contrast shows that, while many organizations have this process in place, they aren't getting the most from it.

Here are some best practices to make your Request Management service even better and help you constantly improve:

• Give your customers varios choices of request channels: Provide multiple channels (self-service portal, phone, email, web chat, for example) so that users can submit requests in the way they find most convenient. Ensure these channels are well-publicized and easily accessible.
• Build a consistent request capture form: Mirror what is in place for the Incident Management practice so that service desk request forms have a consistent look and feel. This will help ensure user adoption.
• Lean into your service catalog: Maintain a complete and updated service catalog that outlines the services available, their descriptions, and how to access them. Having a service catalog means your users are more likely to engage with IT and the service desk as they can see what is supported and where to go for information and help.
• Encourage self-service: Allow end users to log their own requests in your tool and implement a tracking system that allows users and support staff to monitor the status of requests in real time.
• Introduce a knowledge base: Build knowledge base articles to guide users through recurrent requests. Review the most frequently occurring questions and create FAQ content accordingly. Common user queries could include how to use MFA, what to do in case of a forgotten password, or how to deal with potential phishing emails.
• Automate routine processes: Automate repetitive tasks like request categorization and assignment using automation and Incident Management tools. This reduces manual errors and accelerates response times.

“For me, what I see is agents transforming from being interactive-focused to experience and knowledge-driven. The goal is to prevent an issue before it ever comes up, to have those self-help articles and resources available (...) But ultimately, it's going to be about creating a personalized and exceptional experience for the customers."

Rocky McGuire, Experience Manager at Unisys

Episode 48 of Ticket Volume

Service Request Management software

Service Request Management is typically handled within a complete IT Service Management (ITSM) solution. This ensures consistency across all IT services, including Incident Management, Change Management, and Asset Management, allowing organizations to standardize processes, improve efficiency, and maintain service quality.

So, if you’re looking for software for Service Request Management, these capabilities of InvGate Service Management will help you successfully implement the practice in your business:

1. Ticket Management: For end-users from all departments to easily submit their requests and agents to prioritize and manage them accordingly. 
    
2. Workflow automation features: To automatically route tickets, streamline standard tasks, and escalate or trigger authorization requests across teams and employees.
    
3. Self-service portal and knowledge base: On InvGate Service Management, you can design a self-service portal according to your needs for customers to easily track and, when possible, solve their requests.
    
4. Reports and analytics: Constant improvement is a key element to keep Service Request Management aligned with your business goals. You can easily track your chosen help desk metrics through customizable dashboards and reports and share them with your team members to find areas for improvement.