Develop > Processes and Best Practices > Request Fulfillment Workflows > Receive Request (process SO 3.1)

Receive Request (process SO 3.1)

Fulfillment work on service requests should not begin until a formalized request is received.The Receive Request process starts when a User or Requester uses Self Service or the Service Desk to log appropriate Service Requests. It is also usual to have requests that come in from other sources such as RFCs, emails, web interfaces, or phone calls. A Service Request submitted by the User or Requester can be a request for existing Service Catalog, a request for a new service, or an amendment to the Service Catalog. The Request Coordinator needs to triage and analyze the request, and then decide what to do next. As a result of the Receive Request process, a Service Request will be logged.

The following user roles can perform Receive Request:

  • User or Requester
  • Request Coordinator

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

The Receive Request workflow is illustrated in the following figure:

Receive Request process

Process ID

Procedure or Decision

Description

Role

SO 3.1.1

Triage and analyze the new Service Request

New Service Requests mostly come from the Service Desk or Service Catalog. It is also usual to have requests that come in from RFCs, emails, web interfaces or phone calls.

Based on the information provided by User or Requester, Request Coordinator will triage and analyze the new Service Request from different sources.

Request Coordinator

SO 3.1.2

Is this really a Service Request?

Initially, it must be determined whether the request is really a Service Request or not. If yes, go to SO 3.2.1 to log the Service Request. If no, go to SO 3.1.3.

Request Coordinator
SO 3.1.3 Is this an Incident? In some cases, an Incident has taken place, but a Service Request is reported. If this is the case, go to SO 2.1.8 to create a new Incident. The Service Request and any related information should be forwarded to Incident Management. If not, go to SO 3.1.4.

Request Coordinator
SO 3.1.4 Request for new or changed service? In other cases, the request may actually be a request for new or changed service features. If this is the case, the Service Request will be passed to the Service Portfolio Management processes to properly review the need and business case for the service change. If not, go to SO 3.2.1 to log the Service Request.

Request Coordinator