IT teams receive a large number and variety of customer requests. Whether incoming inquiries seek access to applications, software licenses, password resets, or new hardware, the Information Technology Infrastructure Library (ITIL) classifies these as service requests. Service requests are often recurring, so efficient IT teams follow a reliable and recurring process to handle them.
Service request management is related to, but distinct from other service management practices including incident, problem, and change management. Service Request Management (SRM) uniquely involves a user submitting a request for something new — whether it is access to new services, hardware, or information.
Incident management vs SRM
A common question regarding SRM is regarding its relation to core IT practices, including incident, problem, and change management. Before we state the distinctions, let’s briefly cover some key terms.
• Service request – A formal user request for something new to be provided. Example: “I need a new AWS Use Case Infrastructure.”
• Incident – An unplanned event that disrupts or reduces the quality of service and requires an emergency response. Example: “The website is down!”
• Problem – The underlying cause of recurring or preventable incidents. Example: “That application issue strikes again!”
• Change – Adding, modifying, or removing something that could impact IT services. This can be tied to a service request. Example: “I need to upgrade the database!”
Service requests should be handled as a distinct stream of work that helps IT teams to focus on delivering greater value and boosting the organization’s efficiency. Service requests are often low-risk tasks that can be expedited or even automated. For instance, if a new employee submits a service request for access to a software application, the request can be pre-approved and automatically granted.
All this means the IT team can avoid stress, time wastage, and overly complicated workflows. Separate work channels and records allow teams to allocate resources accordingly and ensure that tickets are handled in an efficient manner.
Getting service request management right ensures your IT team not only focuses on other productive tasks that are important for the organization but also promotes better customer experience. A flexible software tool like Centilytics can help you cut through the chaos and configure workflows that fit your team’s needs.