As an expert in the field of IT service management, I have extensive experience in various aspects of ITIL (Information Technology Infrastructure Library) processes. One of the key components of ITIL is the concept of request management. This is a critical process that ensures the efficient and effective handling of service requests from customers or users within an organization.

Request management is a systematic approach to dealing with the various types of requests that come into an IT service desk. These requests can range from simple password resets to more complex requests like the setup of a new workstation. The primary goal of request management is to streamline the process of handling these requests, ensuring that they are dealt with in a timely, consistent, and controlled manner.

The process begins with the acceptance of the request. This involves receiving the request from the user and ensuring that it is properly documented. The next step is classification, where the request is analyzed to determine its nature and urgency. This helps in prioritizing the requests and deciding on the appropriate course of action.

Once the request has been classified, it moves into the handling phase. This is where the actual work of fulfilling the request takes place. Depending on the complexity of the request, this may involve anything from a simple password reset to the coordination of multiple IT resources to set up a new system.

In the context of ITIL V3, the process of Request Fulfillment deals specifically with Service Requests. A Service Request is a type of request that is typically of a lower priority and does not involve a significant change to the IT infrastructure. Examples of Service Requests include password resets, printer installations, and software installations.

Request Fulfillment is the counterpart to Service Request Management. While Service Request Management focuses on the overall process of managing service requests, Request Fulfillment is more focused on the actual fulfillment of these requests. It is a part of the Service Lifecycle and is closely related to other processes such as Incident Management and Problem Management.

The Service Desk plays a central role in request management. It is the first point of contact for users and is responsible for the initial acceptance and classification of requests. The Service Desk also coordinates the handling of these requests, working closely with other IT teams to ensure that they are fulfilled in a timely and efficient manner.

Effective request management is essential for maintaining high levels of customer satisfaction. By providing a structured and controlled process for handling requests, organizations can ensure that their IT services are delivered in a consistent and reliable manner. This helps to build trust and confidence in the IT service provider, leading to a more positive overall experience for the user.

In summary, request management is a vital component of IT service management. It involves the systematic handling of requests from users, ensuring that they are dealt with in a timely, consistent, and controlled manner. By effectively managing requests, organizations can improve the efficiency of their IT services and enhance the overall user experience.

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The Service Desk is basically responsible for the Acceptance, Classification and also handling of request. The process Request Fulfillment in ITIL V3 deals with Service Requests and is the corrsponding counterpart to the Service Request Management. Service Request Management in ...read more >>