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Request Fulfillment process overview

The Request Fulfillment process includes the activities required to select items from service catalog and submit a service request, to give financial and business approvals, to provision, and to fulfill service requests. It is responsible for ensuring that an IT support is offered for self-help practices and requests can be effectively fulfilled after needed authorizations.

A general overview of the Request Fulfillment processes and workflows is depicted in the figure below. These workflows are described in detail in Request Fulfillment Workflows.

Request Fulfillment user roles

The following table describes the responsibilities of Request Fulfillment user roles.

Request Fulfillment user roles

Role

Responsibilities

Request Process Owner

  • Designs request fulfillment models and workflows.

  • Ensures process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process.

  • Communicates process information or changes as appropriate to ensure awareness.

  • Reviews opportunities for process enhancements and for improving the efficiency and effectiveness of the process.

  • Works with other process owners to ensure there is an integrated approach to the design and implementation of request fulfillment, incident management, event management, access management, and problem management.
User
  • Uses Self Service or the Service Desk to log appropriate Service Requests.
Requester
  • Initiates a Service Request through the Request Fulfillment portal on behalf of users.
Request Coordinator
  • Provides a single point of contact and end-to-end responsibility to ensure submitted Service Requests have been processed.
  • Provides initial triage of Service Requests to determine which IT resources should be engaged to fulfill them.
  • Assigns a Service Request to the correct group.
  • Communicates Service Requests to other IT resources that will be involved in fulfilling them.
  • Escalates Service Requests in line with established Service Level Targets.
Request Analyst
  • Carries out one or more activities in the fulfillment of Service Requests.
  • Updates the records to show that activities have been carried out correctly.
  • Responsible for the provisioning of Service Requests within the agreed SLA.
Request Approver
  • Reviews Service Request details.
  • Confirms Service Request details are correct.
  • Approves/Rejects Service Requests.
Request Manager

  • Plans and manages support for request fulfillment tools and processes.

  • Handles staff, customer and management concerns, requests, issues and enquiries.

  • Involved in Service Request escalation.

  • Ensures request fulfillment activities operate in line with service level targets.

Stock Manager
  • Responsible for managing stock and defining reorder rules for different stockrooms.