Category:Request Fulfilment Management

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The ITIL Map

Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes affecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.ITILv3 TheMap.png
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One of the key processes in Service Operation, Request Fulfilment Management handles all requests that are not Incidents and deliver requested services.

Example of a Request Fulfilment flow chart


Contents

Goals & Objectives

To ensure that all Service Requests are managed in a concistent and repeatable manner.

Terminology

Roles

Request Fulfilment Manager

Scope

Activities

As Access Management is a key process in the Service Operation life cycle phase, the main goal is to ensure normal service operation as soon as possible. Therefore the following 4 activities or something similar should be performed:

  • Identify - Log - Categorize - Prioritize

Interfaces

Inputs

  • Service Requests

Outputs

  • Managed Service Requests

Value to the Business

To have a formal process in place for handling service requests

Implementation

Challenges to implementation

Tips for exam

References and resources

  1. Key Element Guide Service Operation - OGC
  2. ITIL Service Operation - OGC

Pages in category "Request Fulfilment Management"

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