A Service Request is a broad term which includes User and Customer:
- Non-Remedial requests – Nothing is broken or failing.
- Requesting access to standard services listed in Service Catalog
- Requests for information
- Compliments, suggestions or concerns.
Request Fulfillment is the processes of dealing with Service Requests from the users. The objectives of the Request Fulfillment process include:
- To provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
- To provide information to users and customers about the availability of services and the procedure for obtaining them
- To source and deliver the components of requested standard services (e.g. licenses and software media)
- To assist with general information, complaints or comments
Request Fulfillment Process Owner: Mary Reed (reed.7)
Access the following link for the high level Request Fulfillment Process Document or use the Process Portal resource to see the OCIO Process Documentation repository.