The scope of Request Fulfillment is influenced heavily by the success of Change Management and what types of pre-approved changes can be effectively managed, controlled and implemented by the IT department. As part of continual improvement, the scope of Request Fulfillment should grow over time as maturity develops for Service Requests, including:
* Users and customers asking questions, providing comments and making complaints
* Users seeking changes to their access levels (utilizes Access Management)
* Users wishing to have common services and applications installed for their use (including Standard Changes).
Many elements of Request Fulfillment may be automated through the use of self help such as websites and user applications, with manual activities used where necessary to fulfill the request.