Request Fulfilment - Revision history

Andrea at 10:56, 31 December 2023

2023-12-31T10:56:34Z

← Older revision		Revision as of 12:56, 31 December 2023
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	<meta name="twitter:description" content="ITIL Request Fulfilment sorgt für das Bearbeiten von Service Requests (Service-Aufträgen), wobei es sich in den meisten Fällen um geringfügige Changes (Standard-Changes) handelt.">
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	<meta name="twitter:image:alt" content="Übersicht zum ITIL Request Fulfilment: Dieses Bild illustriert den Prozess Request Fulfilment nach ITIL. Es zeigt die relevanten Schnittstellen von ITIL Request Fulfilment, die Teil-Prozesse sowie deren wechselseitige Verknüpfungen.">
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Andrea at 17:25, 19 March 2022

2022-03-19T17:25:37Z

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	<meta itemprop="alternativeHeadline" content="ITIL Request Fulfilment" />		<meta itemprop="alternativeHeadline" content="ITIL Request Fulfilment" />
			<meta itemprop="alternativeHeadline" content="Service Request Management" />
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Operation\|Request Fulfilment]][[Category:Request Fulfilment\|!]]		[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Service Operation\|Request Fulfilment]][[Category:Request Fulfilment\|!]]
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Andrea at 15:27, 2 August 2020

2020-08-02T15:27:03Z

Show changes

Andrea at 17:34, 2 March 2018

2018-03-02T17:34:46Z

← Older revision		Revision as of 19:34, 2 March 2018
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	<itpmch><title>Request Fulfilment \| IT Process Wiki</title>		<itpmch><title>Request Fulfilment \| IT Process Wiki</title>
	<meta name="keywords" content="request fulfilment, request fulfillment, itil request fulfilment, itil request fulfillment" />		<meta name="keywords" content="request fulfilment, request fulfillment, itil request fulfilment, itil request fulfillment" />
	<meta name="description" content="Request Fulfilment: ITIL ~~process definition - Sub-processes - Terms - Additional information on Request Fulfilment~~." />		<meta name="description" content="Request Fulfilment aims to fulfill Service Requests, which in most cases are minor (standard) Changes - e.g. requests to change a password or requests for information. Part of: ITIL Service Operation." />
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	==Process Description==		==Process Description==

	Request Fulfilment ~~was~~ added as a new process to ITIL V3 with the aim to have a ~~dedicated~~ process dealing with [[Request Fulfilment#Service Request\|Service Requests]].		Request Fulfilment has been added as a new process to ITIL V3 with the aim to have a specific process dealing with [[Request Fulfilment#Service Request\|Service Requests]].

	This was motivated by a clear distinction in ITIL V3 between [[Incident Management#Incident\|Incidents]] (Service Interruptions) and [[Request Fulfilment#Service Request\|Service Requests]] (standard requests from users, ~~e.g.~~ password resets).		This was motivated by a clear distinction in ITIL V3 between [[Incident Management#Incident\|Incidents]] (Service Interruptions) and [[Request Fulfilment#Service Request\|Service Requests]] (standard requests from users, such as password resets).

	<span id="Request Fulfilment 2011">In '''''ITIL 2011''''', [[Request Fulfilment]] has been completely revised.</span>		<span id="Request Fulfilment 2011">In '''''ITIL 2011''''', [[Request Fulfilment]] has been completely revised.</span>
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	Request Fulfilment now contains interfaces		Request Fulfilment now contains interfaces
	* with Incident Management - if a Service Request turns out to be an Incident and		* with Incident Management - if a Service Request turns out to be an Incident and
	* with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. The process overview of [[Media:Request-fulfilment.jpg\|ITIL Request Fulfilment]] ~~is showing~~ the ~~most important interfaces~~ (see Fig. 1).		* with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. The process overview of [[Media:Request-fulfilment.jpg\|ITIL Request Fulfilment]] shows the key information flows (see Fig. 1).

	A clearer explanation of the information that describes a [[Request Fulfilment#Service Request\|Service Request]] and its life cycle has been added.		A clearer explanation of the information that describes a [[Request Fulfilment#Service Request\|Service Request]] and its life cycle has been added.
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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

	<p><small>		<p><small>
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	<a href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment#Sub-Processes~~" itemprop="url~~"><span itemprop="~~title~~">Sub-Processes</span></a> ›		<meta itemprop="position" content="1"></span> ›
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	<a href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment#Definitions~~" itemprop="url~~"><span itemprop="~~title~~">Definitions</span></a> ›		<span itemprop="name">Sub-Processes</span></a>
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	<a href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment#Roles_.7C_Responsibilities~~" itemprop="url~~"><span itemprop="~~title~~">Roles</span></a>		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment#Definitions">
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	<meta itemprop="author" content="Stefan Kempter" />		<meta itemprop="author" content="Stefan Kempter" />
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Andrea at 08:36, 28 April 2017

2017-04-28T08:36:45Z

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	~~<p> </p>~~

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Request Fulfilment</i> aims to fulfill Service Requests, which in most cases are minor (standard) Changes - e.g. requests to change a password or requests for information.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Request Fulfilment</i> aims to fulfill Service Requests, which in most cases are minor (standard) Changes - e.g. requests to change a password or requests for information.</span></p>

Andrea at 12:45, 24 April 2017

2017-04-24T12:45:32Z

← Older revision		Revision as of 14:45, 24 April 2017
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	<meta name="keywords" content="request fulfilment, request fulfillment, itil request fulfilment, itil request fulfillment" />		<meta name="keywords" content="request fulfilment, request fulfillment, itil request fulfilment, itil request fulfillment" />
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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Request Fulfilment</i> aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Request Fulfilment</i> aims to fulfill Service Requests, which in most cases are minor (standard) Changes - e.g. requests to change a password or requests for information.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>

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	Request Fulfilment now contains interfaces		Request Fulfilment now contains interfaces
	* with Incident Management - if a Service Request turns out to be an Incident and		* with Incident Management - if a Service Request turns out to be an Incident and
	* with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. The process overview of [[Media:Request-fulfilment.jpg\|ITIL Request Fulfilment]] is showing the most important interfaces (see ~~Figure~~ 1).		* with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. The process overview of [[Media:Request-fulfilment.jpg\|ITIL Request Fulfilment]] is showing the most important interfaces (see Fig. 1).

	A clearer explanation of the information that describes a [[Request Fulfilment#Service Request\|Service Request]] and its life cycle has been added.		A clearer explanation of the information that describes a [[Request Fulfilment#Service Request\|Service Request]] and its life cycle has been added.
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Andrea at 17:22, 15 May 2016

2016-05-15T17:22:27Z

← Older revision		Revision as of 19:22, 15 May 2016
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	~~<html><div itemscope="itemscope" itemtype="https://schema.org/WebPage"><!-- define schema.org/WebPage --><p></html>~~
	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span ~~itemprop~~="description"~~>The objective of <i><span~~ itemprop="~~alternativeHeadline~~">~~ITIL~~ <~~span itemprop="name Headline"~~>Request Fulfilment~~</span></span>~~</i> aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Request Fulfilment</i> aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.</span></p>
	<p><b>Part of</b>: <a ~~itemprop="isPartOf"~~ href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>

	'''Process Owner''': [[Request Fulfilment#Incident Manager\|Incident Manager]]		'''Process Owner''': [[Request Fulfilment#Incident Manager\|Incident Manager]]
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	<span id="Request Fulfilment 2011">In '''''ITIL 2011''''', [[Request Fulfilment]] has been completely revised.</span>		<span id="Request Fulfilment 2011">In '''''ITIL 2011''''', [[Request Fulfilment]] has been completely revised.</span>
	[[Image:Request-fulfilment.jpg\|right\|thumb\|375px\|alt=Request Fulfilment ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_request_fulfilment_itilv3.pdf ITIL Request Fulfilment]]]		[[Image:Request-fulfilment.jpg\|right\|thumb\|375px\|alt=Request Fulfilment ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Request-fulfilment.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_request_fulfilment_itilv3.pdf ITIL Request Fulfilment]]]

	To reflect the latest guidance Request Fulfilment now consists of [[Request Fulfilment#Sub-Processes\|five sub-processes]], to provide a detailed description of all activities and decision points.		To reflect the latest guidance Request Fulfilment now consists of [[Request Fulfilment#Sub-Processes\|five sub-processes]], to provide a detailed description of all activities and decision points.
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	<span id="Accountable">[1] ''A: Accountable'' according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Request Fulfilment process.</span>		<span id="Accountable">[1] ''A: Accountable'' according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Request Fulfilment process.</span>

	<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Request Fulfilment.</span>		<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Request Fulfilment.</span>

	<p> </p>		<p> </p>
	~~<p> </p>~~

	==~~[ Infobox ]~~==		==Notes==

			<html>By:  Stefan Kempter <a rel="author" href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<~~html><table class="wikitable">~~		<p> </p>
	~~<tr>~~
	~~<td>Link to this page:</td>~~
	~~<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment">https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment</a></td>~~
	~~</tr>~~
	~~<tr>~~
	~~<td>Languages:</td>~~
	<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/Request_Fulfilment" title="Request Fulfilment">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Cumplimiento_de_la_Solicitud" title="Cumplimiento de la Solicitud">español</a></span></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Image:</td>~~
	<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/e/eb/Request-fulfilment.jpg" title="Request Fulfilment">ITIL Request Fulfilment (.JPG)</a></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Author:</td>~~
	~~<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span~~>    <a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
	~~</tr>~~
	</~~table~~>

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	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Operation\|Request Fulfilment]][[Category:Request Fulfilment\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Operation\|Request Fulfilment]][[Category:Request Fulfilment\|!]]
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Andrea at 10:22, 19 December 2013

2013-12-19T10:22:15Z

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Andrea: /* Roles | Responsibilities */

2013-02-17T16:55:13Z

Roles | Responsibilities

← Older revision		Revision as of 18:55, 17 February 2013
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	''ITIL Request Fulfilment'' aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.		==<span id="ITIL Request Fulfilment">Overview</span>==

			'''Objective''': ''ITIL Request Fulfilment'' aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.

	'''Part of''': [[ITIL V3 Service Operation\|Service Operation]]		'''Part of''': [[ITIL V3 Service Operation\|Service Operation]]
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	<p> </p>		<p> </p>

	== ~~ITIL Request Fulfilment~~ ==		== Process Description ==

	~~====~~ Request Fulfilment ~~Process ====~~		Request Fulfilment was added as a new process to ITIL V3 with the aim to have a dedicated process dealing with [[Request Fulfilment#Service Request\|Service Requests]].

	~~Request Fulfilment~~ was ~~added as~~ a ~~new process to~~ ITIL V3 ''(~~ITIL 2007~~)~~'' with the aim to have a dedicated process dealing with~~ [[Request Fulfilment#Service Request\|Service Requests]].		This was motivated by a clear distinction in ITIL V3 between [[Incident Management#Incident\|Incidents]] (Service Interruptions) and [[Request Fulfilment#Service Request\|Service Requests]] (standard requests from users, e.g. password resets).

			<span id="Request Fulfilment 2011">In '''''ITIL 2011''''', [[Request Fulfilment]] has been completely revised.
	[[Image:Request-fulfilment.jpg\|right\|thumb\|375px\|alt=Request Fulfilment ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_request_fulfilment_itilv3.pdf ITIL Request Fulfilment]]]		[[Image:Request-fulfilment.jpg\|right\|thumb\|375px\|alt=Request Fulfilment ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_request_fulfilment_itilv3.pdf ITIL Request Fulfilment]]]
	This was motivated by a clear distinction in ITIL V3 between [[Incident Management#Incident\|Incidents]] (Service Interruptions) and [[Request Fulfilment#Service Request\|Service Requests]] (standard requests from users, e.g. password resets).

	~~<span id="Request Fulfilment 2011">In ''ITIL 2011'', [[Request Fulfilment]] has been completely revised.~~

	To reflect the latest guidance Request Fulfilment now consists of [[Request Fulfilment#Sub-Processes\|five sub-processes]], to provide a detailed description of all activities and decision points.		To reflect the latest guidance Request Fulfilment now consists of [[Request Fulfilment#Sub-Processes\|five sub-processes]], to provide a detailed description of all activities and decision points.
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	Request Fulfilment now contains interfaces		Request Fulfilment now contains interfaces
	* with Incident Management - if a Service Request turns out to be an Incident and		* with Incident Management - if a Service Request turns out to be an Incident and
	* with Service Transition - if fulfilling of a Service Request requires the involvement of Change Management.		* with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. The process overview of [[Media:Request-fulfilment.jpg\|ITIL Request Fulfilment]] is showing the most important interfaces (see Figure 1).

	A clearer explanation of the information that describes a [[Request Fulfilment#Service Request\|Service Request]] and its life cycle has been added.		A clearer explanation of the information that describes a [[Request Fulfilment#Service Request\|Service Request]] and its life cycle has been added.
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	~~<span id~~="Sub-Processes~~">''~~These are the [[Request Fulfilment\|ITIL Request Fulfilment]] sub-processes:~~''</span>~~		== Sub-Processes ==

			These are the [[Request Fulfilment\|ITIL Request Fulfilment]] sub-processes and their process objectives:

	<p> </p>		<p> </p>
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	==~~== Downloads ==~~==		== Definitions ==

	~~Use the~~ following ~~links to open the process overview of Request Fulfilment showing the most important interfaces:~~		The following ITIL terms and acronyms (''information objects'') are used in the Request Fulfilment process to represent process outputs and inputs:

	* [[Media:Request-fulfilment.jpg\|ITIL ~~Request Fulfilment~~ (~~.JPG~~)]]
	* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_request_fulfilment_itilv3.pdf ITIL Request Fulfilment ~~(.PDF)]~~

	<p> </p>		<p> </p>

	~~==== ITIL Terms ====~~		;<span id="Service Request">Request for Service</span>
			:A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. The details of a Request for Service are recorded by Request Fulfilment in a [[Request Fulfilment#Service Request Record\|Service Request Record]].
	;<span id="Service Request">Service ~~Request~~</span>
	:~~Service Requests are~~ formal ~~requests~~ from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user.

	;<span id="ITIL Service Request Model">Service Request Model</span>		;<span id="ITIL Service Request Model">Service Request Model</span>
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	;<span id="Service Request Status Information">Service Request Status Information</span>		;<span id="Service Request Status Information">Service Request Status Information</span>
	:A message containing the present status of a [[Request Fulfilment#Service Request\|Service Request]]~~, usually~~ sent to a user who earlier requested a service.		:A message containing the present status of a [[Request Fulfilment#Service Request\|Service Request]] sent to a user who earlier reported requested a service. Status information is typically provided to users at various points during a Service Request's lifecycle.

	<p> </p>		<p> </p>

	==~~== ITIL~~ Roles ====		== Roles \| Responsibilities ==

	;<span id=Incident Manager">Incident Manager - Process Owner</span>		;<span id=Incident Manager">Incident Manager - Process Owner</span>
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	;<span id="1st Level Support">1st Level Support</span>		;<span id="1st Level Support">1st Level Support</span>
	:The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.		:The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ([[Roles within ITIL V3#2nd Level Support\|2nd Level Support]]). 1st Level Support also processes [[Request Fulfilment#Service Request\|Service Requests]] and keeps users informed about their Incidents' status at agreed intervals.
	:If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ([[Roles within ITIL V3#2nd Level Support\|2nd Level Support]]).
	:1st Level Support also processes [[Request Fulfilment#Service Request\|Service Requests]] and keeps users informed about their Incidents' status at agreed intervals.

	;<span id="Service Request Fulfilment Group">Service Request Fulfilment Group</span>		;<span id="Service Request Fulfilment Group">Service Request Fulfilment Group</span>
	:Service Request Fulfilment Groups specialize on the ~~fulfillment~~ of certain types of [[Request Fulfilment#Service Request\|Service Requests]].		:Service Request Fulfilment Groups specialize on the fulfilment of certain types of [[Request Fulfilment#Service Request\|Service Requests]]. Typically, 1st Level Support will process simpler requests, while others are forwarded to the specialized Fulfilment Groups.
	:Typically, 1st Level Support will process simpler requests, while others are forwarded to the specialized Fulfilment Groups.

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	\| A		\| A
	\| R		\| R
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#Request Fulfilment Model\|Request Model Execution]]		\| align="left" \|[[#Request Fulfilment Model\|Request Model Execution]]
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	\| AR		\| AR
	\| R		\| R
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#Request Fulfilment Evaluation\|Request Closure and Evaluation]]		\| align="left" \|[[#Request Fulfilment Evaluation\|Request Closure and Evaluation]]
	\| A		\| A
	\| R		\| R
	\|		\| -
	\|-		\|-
	\|}		\|}
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			<html><a rel="author" href="https://profiles.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Operation\|Request Fulfilment]][[Category:Request Fulfilment\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Operation\|Request Fulfilment]][[Category:Request Fulfilment\|!]]
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Andrea: /* ITIL Roles */

2011-10-16T14:37:59Z

ITIL Roles

Show changes