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Request Fulfillment user roles

The following table describes the responsibilities of Request Fulfillment user roles.

Request Fulfillment user roles

Role

Responsibilities

Request Process Owner

  • Designs request fulfillment models and workflows.

  • Ensures process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process.

  • Communicates process information or changes as appropriate to ensure awareness.

  • Reviews opportunities for process enhancements and for improving the efficiency and effectiveness of the process.

  • Works with other process owners to ensure there is an integrated approach to the design and implementation of request fulfillment, incident management, event management, access management, and problem management.
User
  • Uses Self Service or the Service Desk to log appropriate Service Requests.
Requester
  • Initiates a Service Request through the Request Fulfillment portal on behalf of users.
Request Coordinator
  • Provides a single point of contact and end-to-end responsibility to ensure submitted Service Requests have been processed.
  • Provides initial triage of Service Requests to determine which IT resources should be engaged to fulfill them.
  • Assigns a Service Request to the correct group.
  • Communicates Service Requests to other IT resources that will be involved in fulfilling them.
  • Escalates Service Requests in line with established Service Level Targets.
Request Analyst
  • Carries out one or more activities in the fulfillment of Service Requests.
  • Updates the records to show that activities have been carried out correctly.
  • Responsible for the provisioning of Service Requests within the agreed SLA.
Request Approver
  • Reviews Service Request details.
  • Confirms Service Request details are correct.
  • Approves/Rejects Service Requests.
Request Manager

  • Plans and manages support for request fulfillment tools and processes.

  • Handles staff, customer and management concerns, requests, issues and enquiries.

  • Involved in Service Request escalation.

  • Ensures request fulfillment activities operate in line with service level targets.

Stock Manager
  • Responsible for managing stock and defining reorder rules for different stockrooms.