Request Fulfillment is the ITSM process for handling standard service requests from users, distinct from incidents and major changes.
Simple definition
Request Fulfillment is the ITSM process for handling standard service requests from users, distinct from incidents and major changes. It belongs to the ITSM / Supervision vocabulary and is useful when reading architecture diagrams, product documentation, logs, or administration procedures.
What is it used for?
Its main purpose is to deliver access, information, equipment, or preapproved services in a traceable way through a catalog. The practical value depends on the surrounding architecture, security model, and operational requirements.
How does it work?
A request generally follows qualification, optional approval, fulfillment, communication, and closure with defined SLA and ownership.
Key points
- Scope: The ITSM process for handling standard service requests from users, distinct from incidents and major changes.
- Operational goal: Deliver access, information, equipment, or preapproved services in a traceable way through a catalog.
- Implementation: A request generally follows qualification, optional approval, fulfillment, communication, and closure with defined SLA and ownership.
Points to watch
Do not turn the catalog into a bypass for Change Management or access controls; clearly define what is standard and preauthorized.
In short
Request Fulfillment = the ITSM process for handling standard service requests from users, distinct from incidents and major changes. Use it when you need to deliver access, information, equipment, or preapproved services in a traceable way through a catalog.