The service request management process is the series of steps that are followed over the lifecycle of a service request.
● User request: The user submits a request for service.
● Service team assessment: The team responsible for managing service requests assesses the request and determines how to address it. (Sometimes, this process can be automated using software.)
● Request fulfillment: Responsibility for addressing the request is assigned and executed.
● Close ticket: When the request has been successfully fulfilled, the service response ticket can be closed.
● Follow-up: Although following up on service requests is not always necessary, in many cases it is beneficial to reach out to the user who submitted the request to ensure that it was fulfilled satisfactorily. Collecting this feedback is useful both for double-checking that issues were indeed resolved, and for assessing user satisfaction with the service request management process.
The exact stages within the service request management process will vary somewhat depending on which types of systems you are working with, but the steps listed above are typical in most scenarios.