Request Fulfillment (process SO 3.4)

In the Request Fulfillment process, the process steps and activities indicated in the request model are executed by the assignment group/person to fulfill the request. The process steps and activities are created as request tasks.

The following user roles can perform Request Fulfillment:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Request Coordinator

Request Analyst

Request Manager

Details for this process can be seen in the following figure and table.

The Request Fulfillment workflow is illustrated in the following figure:

Request Fulfillment process
Process ID	Procedure or Decision	Description	Role
SO 3.4.1	Request Model Execution	The request tasks defined in the request model are executed by the Request Analyst who is the task assignee. In some cases, additional tasks out of the request model may be added and executed in a request record if necessary.	Request Analyst
SO 3.4.2	Does any request task need additional information from user/requester?	During request fulfillment, Request Analyst checks whether the information provided to fulfill the request is enough or not. If yes, go to SO 3.4.3. If no, go to SO 3.4.4.	Request Analyst
SO 3.4.3	Waiting for information provided from user/requester	Request task status is set as “Pending Customer” and a “Visible to Customer” update is added, so that User or Requester will be informed.	Request Analyst
SO 3.4.4	Continue request task execution	Request Analyst continues task execution with sufficient information provided by User or Requester.	Request Analyst
SO 3.4.5	Any CI impacted?	Request Analyst checks whether CIs are impacted during request fulfillment process. If yes, go to SO 3.4.6. If no, go to SO 3.4.7.	Request Analyst
SO 3.4.6	Will CI status be updated?	If only CI status needs to be updated or new CIs are going to be created, go to the Service Asset & Configuration Management process (ST 3.3.1) to review and update the CIs. If no, go to the Change Management process (ST 2.1.1) to raise and log RFC.	Request Analyst
SO 3.4.7	Any incident occurred?	If an incident occurs during request fulfillment process, the new incident will be created by the Incident Management process (SO 2.1.8) and related to the request. If no incident occurs, go to SO 3.4.8.	Request Analyst
SO 3.4.8	Is SLT going to be breached?	In the whole request fulfillment process, Request Coordinator keeps monitoring the Service Level Target. If SLT is going to be breached, Request Coordinator will escalate the request in time (SO 3.4.9). If no, go to SO 3.4.11.	Request Coordinator
SO 3.4.9	Escalate the request	Request Coordinator indicates the responsible Request Manager whom the Service Request will be escalated to.	Request Coordinator
SO 3.4.10	Execute escalation actions	The Request Manager determines the actions to be performed to fulfill the request within the target time and designates the persons to execute the actions.	Request Manager
SO 3.4.11	Request is fulfilled?	Request Coordinator looks up the execution progress of request tasks and if all tasks are finished, go to SO 3.5.1 to review the fulfillment result. If some tasks are not closed, go to SO 3.4.1 to continue task execution in request model.	Request Coordinator

Request Fulfillment process

Process ID

Procedure or Decision

Description

Role

SO 3.4.1

Request Model Execution

The request tasks defined in the request model are executed by the Request Analyst who is the task assignee. In some cases, additional tasks out of the request model may be added and executed in a request record if necessary.

Request Analyst

SO 3.4.2

Does any request task need additional information from user/requester?

During request fulfillment, Request Analyst checks whether the information provided to fulfill the request is enough or not. If yes, go to SO 3.4.3. If no, go to SO 3.4.4.

Request Analyst

SO 3.4.3

Waiting for information provided from user/requester

Request task status is set as “Pending Customer” and a “Visible to Customer” update is added, so that User or Requester will be informed.

Request Analyst

SO 3.4.4

Continue request task execution

Request Analyst continues task execution with sufficient information provided by User or Requester.

Request Analyst

SO 3.4.5

Any CI impacted?

Request Analyst checks whether CIs are impacted during request fulfillment process. If yes, go to SO 3.4.6. If no, go to SO 3.4.7.

Request Analyst

SO 3.4.6

Will CI status be updated?

If only CI status needs to be updated or new CIs are going to be created, go to the Service Asset & Configuration Management process (ST 3.3.1) to review and update the CIs. If no, go to the Change Management process (ST 2.1.1) to raise and log RFC.

Request Analyst

SO 3.4.7

Any incident occurred?

If an incident occurs during request fulfillment process, the new incident will be created by the Incident Management process (SO 2.1.8) and related to the request. If no incident occurs, go to SO 3.4.8.

Request Analyst

SO 3.4.8

Is SLT going to be breached?

In the whole request fulfillment process, Request Coordinator keeps monitoring the Service Level Target. If SLT is going to be breached, Request Coordinator will escalate the request in time (SO 3.4.9). If no, go to SO 3.4.11.

Request Coordinator

SO 3.4.9

Escalate the request

Request Coordinator indicates the responsible Request Manager whom the Service Request will be escalated to.

Request Coordinator

SO 3.4.10

Execute escalation actions

The Request Manager determines the actions to be performed to fulfill the request within the target time and designates the persons to execute the actions.

Request Manager

SO 3.4.11

Request is fulfilled?

Request Coordinator looks up the execution progress of request tasks and if all tasks are finished, go to SO 3.5.1 to review the fulfillment result. If some tasks are not closed, go to SO 3.4.1 to continue task execution in request model.

Request Coordinator

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