As many service requests are frequently recurring, predefined request models should be defined that document:
* What activities are required to fulfill the request
* The roles and responsibilities involved
* Target timescales and escalation paths
* Other policies or requirements that apply.
Similar to Change Models, this will enable the IT department (and the Service Desk in particular) to have a clear definition of the appropriate types of Service Requests and repeatable actions describing how requests should be fulfilled.