To operate effectively, modern business must provide necessary service and support—both to external customers and employees within the organisation. Unfortunately, not every service request is completely straightforward. Sometimes to take full advantage of an available service, employees require additional guidance from the service provider, as well as clearly established expectations regarding what level of service they should expect. At the same time, organisations themselves may not be fully aware of many of the details of the service requests they receive, including the origin and types of the most-common requests, specifics regarding their service request goals, and the quality and cost of fulfilling service requests.
Service request management is a key component of the ITIL framework and is designed to shine a light on important service request data, help establish customer expectations, and address employee-initiated service requests effectively and conveniently.
Used correctly, service request management supports requests from any part of an organisation or its customer base. It also empowers businesses and employees to track ongoing requests and manage expectations, while coordinating requests with finance, marketing, IT, customer service, and other functional departments throughout the enterprise.