Request Fulfillment within the ITIL framework

Request Fulfillment is addressed in ITIL’s Service Operation publication. The document describes Request Fulfillment as the process responsible for dealing with Service Requests. Many of these are actually small-sized, low cost, frequently performed, and low-risk, which means they are better handled by a separate process rather than being allowed to congest and obstruct the normal incident and change management processes.

Request Fulfillment enables you to meet the following business objectives:

• Maintain user and customer satisfaction through efficient and professional handling of all service requests.

• Provide a channel for users to request and receive standard services for which a pre-defined authorization and qualification process exists.
• Provide information to users and customers about the availability of services and the procedures for obtaining them.
• Source and deliver the components for requested standard services such as licenses and software media.
• Assist with some general information, complaints or comments.

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
• Integration with other Service Manager applications, such as Configuration Management and Change Management.

• 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