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- So if users have issues with there service, they might have an incident, or they might have a problem. Both incidents and problems are generally about abnormal effects on the service. But what happens if somebody just wants some advice or guidance? Or something that is deemed normal? They just want an addition, something small? That is called a Service Request. And that's dealt with by a practice called Service Request Management.


- In Service Request Management, therefor is the practice that picks up on all these predefined, preauthorized sender services on behalf of the users. And classical examples of that, could be obviously a use officer needs assess to a particular service cause its not been previously granted to them. It could be the need to literally be issue with a user orientated device, like a new laptop, a new smartphone. Along again as its already been predefined that, that type of device is appropriate for that particular user. But can even be as broad of, the idea of request management around things like, giving information back to the user. I could user and one my colleagues could be consuming another service and I just want to have some information about that service And therefor the request there I just being giving some information back to me, the actual fulfillment activity. So Service Request Management, really to cover this quite range of predefined, pre-agreed, user oriented service request.


- So if were talking about Service Request Management, its about dealing with, everything if you like there's not an instant, a problem or a normal change.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications