As an expert in IT service management, I have extensive experience with ITIL (Information Technology Infrastructure Library), which is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. One of the key concepts within ITIL is the Service Request.

A Service Request in ITIL is a formalized request made by a user or customer for a particular service or for information related to a service. It is distinct from an Incident, which is an unplanned disruption or reduction in the quality of an IT service. Service Requests are typically handled through a Service Desk, which acts as a single point of contact for users.

### Characteristics of a Service Request


1. User-Initiated: It is initiated by the end-user or customer who requires a specific service or information.

2. Standardized: Many service requests are for standard services that do not require significant customization.

3. Pre-approved Changes: Some service requests may involve changes that are pre-approved and are considered low-risk.

4. Informational: Requests can also be for advice or information rather than for a change or service provision.

5. Access to Services: Users may request access to IT services, such as requesting a new user account or access to a particular application.

### Process of Handling a Service Request


1. Reception: The Service Desk receives the request from the user.

2. Logging: The request is logged into a Service Management System (SMS), capturing all relevant details.

3. Classification: The request is classified to determine the appropriate process for handling it.

4. Prioritization: The request is prioritized based on its impact and urgency.

5. Resolution: The Service Desk or the appropriate IT team resolves the request, which may involve providing information, performing a standard change, or granting access to a service.

6. Closure: Once the request is fulfilled, the user is informed, and the request is closed in the SMS.

### Benefits of Managing Service Requests


1. Efficiency: Streamlining service requests can lead to significant time and cost savings.

2. Consistency: A standardized process ensures that all requests are handled in a consistent manner.

3. Transparency: Users can see the status of their requests through the SMS, improving communication and trust.

4. Compliance: Proper management of service requests can help organizations meet regulatory and compliance requirements.

### Example of a Service Request

A common example of a service request, as mentioned, is a password reset. This is a standard request that follows a predefined procedure and is typically low-risk. The user contacts the Service Desk, the request is logged, and the Service Desk follows the established process to reset the password and communicate the new credentials to the user.

In conclusion, managing service requests is a critical component of ITSM. It ensures that users' needs are met efficiently and effectively, contributing to the overall quality of IT services provided to the business.

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As defined by ITIL v3: A Service Request is a user request for information or advice, or for a standard change (a pre-approved change that is low risk, relatively common and follows a procedure) or for access to an IT service. A great example of a standard request is a password reset.Nov 8, 2012read more >>