Request Management overview

Request Management is the Service Manager application used to manage user requests for products and services. Requests affect only the person making the request, or a subordinate group of employees. Examples include password resets, individual pc upgrades, and new employee setup. For changes to the infrastructure, refer to Change Management.

Request Management includes the following key features:

• Automated quote, manager approval, and order processing tracking for products and services.
• Detailed, customizable catalog of products and services, including bundled and sequenced parts and services.
• Scheduling and integration of service requests and work orders with purchase requests.
• Combination of multiple quotes into single or multiple orders, based on vendor/supplier.
• Provision for external vendors/suppliers and internal work groups.
• Integration with other Service Manager applications, such as Configuration Management and Change Management.
• Sequential and Conditional on-line quote entry and approvals.
• Automated mail notification and alerts for normal and exceptional events.
• Customer control, consolidation of acquisitions, and life cycle management.
• Quote—Order—Receiving—Posting process.

When should you use Change Management instead of Request Management? Here are some guidelines.

• Change Management handles any change to your business that modifies or disrupts the current state of that environment. Usually these modifications or disruptions affect multiple users or business units.
• Request Management handles common user requests for products and services. These requests usually affect only the person making the request, or a subordinate group of employees.