ITIL SERVICE OPERATION
What is Request Fulfillment?
Request fulfillment is a part of ITILversion 3 process which system users could send to IT their request. Let's explain it with a simple example: A service process could demands to change user's app password.
Also request fulfillment process define as service request which comes from users.
For starting to ITIL request fulfillment, there is a good explanation in Charles Sturt University's tutorial:
What is the difference between Incident and Request ?
Incidents and Requests are often lumped together in the Service Desk as “calls” or “tickets”. And to some degree, they are both very similar – but Requests tend to get lost among the urgency of Incidents, and the result is unhappy customers.
What is the difference?
Incident – an unplanned interruption to a service. (something was or should be working but is not.) Check out What is Basic ITIL Incident Management for more details
A quick analogy.
A flat tire is an Incident – driving along just fine, then suddenly, a flat tire. When you call the tire store to come fix it, they are doing Incident Management. Your main concern is how quickly they get it fixed and you back on the road. You have better things to do than deal with flat tires.
On the other hand, when you go to the tire store for new tires, you are dealing with Request Fulfillment. You select from available choices for tires that meet your needs and budget, and come in the right size for your car.
Pretty straight forward, right?
Lets take a closer look.
Being stranded on the side of a busy road is both frustrating and dangerous. It is also preventing you from getting where you’re going.
A spare tire is a great Workaround to the Incident, because it gets you rolling again pretty quickly. But its only a temporary solution. The primary goal here is to get safely back on the road so you can accomplish your mission.
That’s the heart of Incident Management – Rapid recovery.
But to fully resolve the Incident, you need to come into the tire store and have the flat fixed and put back on the car. If the tire is fixable, it’s a pretty quick fix and you’re good to go.
But what if the tire is so bad that it has to be replaced?
Process wise, everything changes.
The repair guy hands you off to a sales guy who starts showing you new tire options. You start discussing price and tread warranty.
You’ve now entered the Request Fulfillment process. The goal now is to determine your needs and help you select from available options. And then get you set up and back on your way.
Main Goals of Request Fulfillment
Request
fulfillment process (performing to demands) has these goals:
- Supporting
a platform which system users could transmit their requests and answers.
And detecting which channel should call out
- Supporting
a procedure which users and customers could get information about their
service situation
- Provide
to source for standard service components like license etc..
- Assist
to general information, complain or comment
Contribution
of request fulfillment could measure with fast response and right feedback. One
of the another request fulfillment goal is reducing bureaucracy between
services. This can solve with connect to each service requirement.
Request
fulfillment is running when a request come to system. Request fulfillment
process could call many time according to process frequency. In these case, run
time order could be different according to intensive part.
Activity, Working Method and Technique
Request fulfillment comprises activities which is following each other , methods and technique.
Choosing Menu: Main purpose of this part; user could demand from service management tool. For this method web interface is the best way.
Approval: Many of service have specific cost. Because of this calculating cost is mandatory. According to emergency and cost, we can decide to placement.
Fulfillment: In this part of case request is being implemented. These activities are basing on service desk's request.
Closure: When the service request is done, service should be closed.
Basic Request Fulfillment Process
Requests come in from many sources – email, phone calls, walk-ups, etc. Regardless of source, the first step is always to determine of it’s an Incident or Request. At the most basic level, if something is no longer working – it’s an Incident. If the customer needs something they don’t currently have – it’s a Request.
1. Determine if it’s a request. (If not, go to the Incident process)
2. Gather basic customer contact information
3. Understand customer needs and assist with selecting appropriate Service
4. Establish priority, and set customer expectation for fulfillment time frame.
5. Track status of requests.
6. Validate the customer is authorized for request
A. Is customer authorized for requested service?
B. Has financial approval been granted? (if applicable)
7. Coordinate service provisioning with appropriate provider(s)
8. Follow up with customer when work is complete to ensure they have the service they need, and are able to use it successfully.
Many Service Requests are fulfilled by Service Desk staff (new email/network accounts, or network access requests), or in coordination with other back end teams (e.g. Security, Network) To ensure a high level of service, Request Fulfillment needs a single owner. In most organizations this is the Service Desk.
Requests are tracked from beginning to end to ensure delivery time commitments are met. The Service Desk must carefully monitor and escalate any requests that are in danger of missing Service Level expectations.
Author: Yunus Onur Atasoy
Resources:
- http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation
- http://en.wikipedia.org/wiki/ITIL
- http://wiki.en.it-processmaps.com/index.php/Request_Fulfilment
- http://www.theitsmreview.com/2012/05/request-fulfilment-itil-2011/
- https://itilorganizasyon.wordpress.com/category/itil/
- http://itsmtransition.com/2013/11/basic-itil-request-fulfillment/
- https://www.youtube.com/channel/UCrvMNDrgFeCuJsO4h0w5nfQ
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