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The often-taken-for-granted Service Request Management Practice


Password reset.


Order a new laptop or smartphone.


Move a workspace to a new location.


Ask a question about the ERP solution in use within the organization.


These are all common, everyday interactions between a user and an IT organization, right?


These interactions are known within service management as “service requests”. ITIL® 4 defines[1] a service request as “a request from a user…that initiates a service action which has been agreed as a normal part of service delivery”.

The act of making a service request seems to be simple enough. It’s a call to the service desk. Or perhaps, it’s a click or two on a web portal. And soon, that service request has been registered and processed…and perhaps, depending on the nature of the request, it’s even been fulfilled within just a few minutes.


Those making a service request may not appreciate what happens behind the scenes. But that is what a well-planned, designed, and implemented service request management practice does for an organization, its service consumers, and its service providers. It makes requesting and managing service requests simple enough.


But the importance of an effective service request management (SRM) practice is often overlooked…even taken for granted.



Behind the scenes


The Service Request Management practice provides a standard way for users to make requests of a service provider to provide resources or take actions that are an agreed part of the normal delivery of a service. SRM is one of the most visible service management practices within an o