Key Element Guide ITIL Service Operation by AXELOS; Great Britain: Cabinet Office ;

Author:, AXELOS; Great Britain: Cabinet Office,;
Language: eng
Format: epub
Publisher: The Stationery Office Ltd

4.3.5Process activities, methods and techniques

The request fulfilment process includes the steps shown in Figure 4.4.

4.3.5.1Receive request

Fulfilment work on service requests should not begin until a formalized request has been received.

4.3.5.2Request logging and validation

All service requests must be logged and date/time stamped, regardless of whether they are raised through a service desk, RFC, telephone call or email. As further activities to fulfil a request occur, the request record should be updated so that a full history is maintained. The source of the request must be validated and checks made to ensure that it is within the scope of the IT services being offered.

Figure 4.4 The request fulfilment process

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