RequestManagement

Request management is a process in IT service management that governs the lifecycle of user requests for information, advice, or standard services. It focuses on fulfilling routine, predefined requests that do not require changes to the live environment and carry low risk.

Core activities include maintaining a service catalog of available requests, accepting submissions through a self-service portal or help desk, routing requests to the appropriate fulfillment teams, applying approvals when needed, and tracking progress until completion. It differentiates requests from incidents, problems, and changes, which are handled by other ITSM processes.

Lifecycle steps typically include submission and categorization, validation and routing, approval where required, fulfillment, verification, and closure. Organizations often use predefined workflows, templates, and automation to speed delivery and ensure consistency.

Roles involved commonly include the service desk, dedicated request fulfillment teams, approvers, and knowledge base owners. Tools such as ITSM ticketing systems, service catalogs, and knowledge bases support recording, tracking, and automation. Integrations with asset management and access control may be used to complete requests automatically.

Benefits include improved user experience through a predictable path, reduced incident volumes, better governance and compliance, and clearer SLA management. Challenges can include keeping the service catalog current, avoiding backlog, balancing speed with security, and measuring performance.

Request management is closely aligned with ITIL and other formal frameworks. It interacts with incident, problem, change, and knowledge management, and can be extended to other domains such as facilities or HR. Common examples of requests are password resets, software installations, access requests, and information inquiries.