servicerequest

A service request, in information technology and IT service management, is a formal user request for information, advice, a standard change, or access to an IT service. It is typically distinct from an incident, which represents an unplanned disruption or degradation of service. Service requests are usually routine, well-defined, and pre-approved, and they are fulfilled through predefined workflows and a service catalog.

The service request process generally follows a standard lifecycle. A user submits the request through a service desk or self-service portal, where it is categorized and validated. If required, it goes through an approval step before fulfillment. The request is then carried out by a fulfillment team, which may involve automated workflows, and the requester is notified upon completion. The request is closed once the outcome is confirmed. Typical examples include password resets, software installations, access provisioning, and hardware or account requests that are part of normal IT services.

In ITIL and other IT service management frameworks, service request management is a formal practice that coordinates with incident, problem, and change management. It relies on a well-defined service catalog, standard change definitions, and automation to ensure consistent, timely delivery. Key performance indicators often include first-time fulfillment rate, time to fulfill, and adherence to service-level agreements. Common challenges include keeping the service catalog current, balancing speed with governance, and ensuring security and compliance in access requests. Overall, effective service request management improves user satisfaction, reduces manual effort, and stabilizes routine service delivery.