1. Menu selection
Where practical, some mechanism of self help should be utilized so that users can generate Service Requests using technology that interfaces with existing Service Management tools. This might be via a website that offers users a menu-driven interface, where they can select common services and provide input details. In some instances the Fulfillment of the Service Request can be entirely automated using workflow, ERP, software deployment and other tools. For others, manual activities will be required to fulfill the request using resources from the IT department, suppliers or other parties involved in the provision of IT services.
2. Financial Approval
While the Service Request may already have approval from Change Management, there may be some form of financial approval that is required when there are financial implications (usually those above a defined dollar amount). It may be possible to agree upon fixed prices for ‘standard’ requests, otherwise the cost must be estimated and submitted to the user/customer for financial approval (who may in turn require their own line management/financial approval).
3. ‘Other’ Approval
Where there may be compliance and regulatory implications for the service request, wider business approval may be needed. These approval mechanisms should be built into the request models as appropriate. Change Management should establish that there are mechanisms in place to check for, and safeguard these conditions in order for the standard change to be qualified for preapproval.
The tasks required for Fulfillment will vary depending on the characteristics of the service request at hand. Some requests can be fulfilled using only automated mechanisms. Others may be fulfilled by the Service Desk at the first-line, or escalated where necessary to internal or external specialist groups. To ensure compatibility, Request Fulfillment should be interfaced with existing procurement and supplier processes; however the Service Desk should maintain control and visibility for all requests regardless where it is fulfilled.
When the Service Request has been fulfilled, it should be referred back to the Service Desk to initiate closure. This should include some verification that the request has been satisfied using either confirmation with the end user or other automated means.