Words and Phrases
Request Logging (process SO 3.2)
All Service Requests must be fully logged and date/time stamped, regardless of whether they are raised through a Service Desk, RFC, telephone call, or email. Allocating suitable request categorization code should take place at the very beginning of the logging process, so that the exact type of the request is recorded. Besides the categorization code, allocating appropriate prioritization code and determining assignment group/person to fulfill the request are also the important steps in the Request Logging process.
The following user roles can perform Request Logging:
- Request Coordinator
Details for this process can be seen in the following figure and table.
The Request Logging workflow is illustrated in the following figure:
|
Process ID |
Procedure or Decision |
Description |
Role |
|---|---|---|---|
|
SO 3.2.1 |
Request Categorization |
Before request details are recorded, the appropriate request model (grouped by request category/sub-category) or request category should be chosen based on the type of request being fulfilled. |
Request Coordinator |
|
SO 3.2.2 |
Request Logging |
All relevant information of the request must be logged so that a full historical record is maintained. The information needed for a Service Request is listed in the "Request Fulfillment Details" section. |
Request Coordinator |
|
SO 3.2.3 |
Request Prioritization |
Appropriate prioritization code helps to determine how the Service Request is handled by support tools and support staff. Prioritization can normally be determined by both the urgency of the request (how quickly the business needs to have it fulfilled) and the level of impact it is causing. |
Request Coordinator |
|
SO 3.2.4 |
Request Assignment |
In the request logging stage, the assignment group/person of the Service Request is determined either by a pre-defined assignment rule or Request Coordinator. |
Request Coordinator |
