Request Fulfillment overview

The ITSMA Service Management Request Fulfillment is an application used to manage user requests for products and services.

The Request Fulfillment application enables business staff to improve their productivity or the quality of business services and products. It can also help reduce the cost of providing services and reduce people effort involved in requesting and receiving access to services. Moreover, the use of Request Fulfillment application can increase the control level of an organization’s services and the number of fulfilled requests.

Request Fulfillment includes the following key features:

• Request model, which defines the prerequisites, required authorizations, and sequenced or parallel standard tasks to fulfill the service request

• A detailed, customizable catalog of products
• Scheduling of service requests and tasks

• Automated request fulfillment

• Order and stock management
• Interaction with other Service Manager applications, such as Service Catalog, Configuration Management, Service Desk, Incident Management, Change Management, and Service Level Management. Service Catalog (Front Office) and Request Fulfillment catalog (Back Office product catalog) work together to provide an end-to-end process of service requests, from the end user portal (Service Catalog or SRC), to the automated dispatching and control of every tasks for the delivery of the service.

• Integration with other products, including:

  • Providing a common web service interface so that other products are able to access service requests and tasks

  • Integration with Asset Manager for request fulfillment billing

For Request Fulfillment processes and best practices, see the corresponding sections in Processes and Best Practices Guide.