Request Fulfilment: Difference between revisions

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== ITIL Request Fulfilment: Overview ==
<p>&nbsp;</p>


'''Process Objective''': To fulfil Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.
''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]]


'''Process Owner''': [[Request Fulfilment#Additional Information on Request Fulfilment|Incident Manager]]
'''Process Owner''': [[Request Fulfilment#Incident Manager|Incident Manager]]


<p>&nbsp;</p>


== ITIL Request Fulfilment: Process Definition ==
== ITIL Request Fulfilment ==


[[Image:Request-fulfilment.jpg|thumb=overview_request_fulfilment_itilv3_thumb.jpg|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_request_fulfilment_itilv3.pdf ITIL Request Fulfilment Management]]]
==== 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]]. 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).  
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]].  


In ITIL V2, Service Requests were fulfilled by the [[Service Desk and Incident Management|Incident Management process]].
[[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]]]
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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.
 
Request Fulfilment now contains interfaces
* 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.
 
A clearer explanation of the information that describes a [[Request Fulfilment#Service Request|Service Request]] and its life cycle has been added.
 
The concept of [[Request Fulfilment#ITIL Service Request Model|Service Request Models]] is explained in more detail.
 
<p>&nbsp;</p>
 
<span id="Sub-Processes">''These are the [[Request Fulfilment|ITIL Request Fulfilment]] sub-processes:''</span>
 
<p>&nbsp;</p>
 
;<span id="Request Fulfilment Support">Request Fulfilment Support</span>
:Process Objective: To provide and maintain the tools, processes, skills and rules for an effective and efficient handling of [[Request Fulfilment#Service Request|Service Requests]].
 
;<span id="Request Fulfilment Logging">Request Logging and Categorization</span>
:Process Objective: To record and categorize the Service Request with appropriate diligence and check the requester's authorization to submit the request, in order to facilitate a swift and effective processing.
 
;<span id="Request Fulfilment Model">[[Request Fulfilment#ITIL Service Request Model|Request Model]] Execution</span>
:Process Objective: To process a Service Request within the agreed time schedule.


=== Sub-Processes ===
;<span id="Request Fulfilment Escalation">Request Monitoring and Escalation</span>
:Process Objective: To continuously monitor the processing status of outstanding Service Requests, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.


No sub-processes are specified for [[Request Fulfilment|ITIL Request Fulfilment]].
;<span id="Request Fulfilment Evaluation">Request Closure and Evaluation</span>
:Process Objective: To submit the [[Request Fulfilment#Service Request Record|Request Record]] to a final quality control before it is closed. The aim is to make sure that the Service Request is actually processed and that all information required to describe the request's life-cycle is supplied in sufficient detail. In addition to this, findings from the processing of the request are to be recorded for future use.


<p>&nbsp;</p>


===== Downloads =====
==== Downloads ====


Use the following links to open the process overview of Request Fulfilment showing the most important interfaces:
Use the following links to open the process overview of Request Fulfilment showing the most important interfaces:


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


<p>&nbsp;</p>


== ITIL Terms: Request Fulfilment ==
==== ITIL Terms ====


;<span id="Service Request">Service Request</span>
;<span id="Service Request">Service Request</span>
:A request from a user for information, or advice, or for a standard change or for access to an IT service. For example to reset a password, or to provide standard IT services for a new user. Service Requests are usually handled by a service desk or a request fulfilment group, and do not require an RFC to be submitted.  
: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>
:A (Service) Request Model defines specific agreed steps that will be followed for a [[Request Fulfilment#Service Request|Service Request]] of a particular type (or category).
 
;<span id="Service Request Record">Service Request Record</span>
:A record containing all details of a Service Request. 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="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 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]], usually sent to a user who earlier requested a service.  


 
<p>&nbsp;</p>
== Additional Information on Request Fulfilment ==


==== ITIL Roles ====
==== ITIL Roles ====


;Incident Manager - Process Owner
;<span id=Incident Manager">Incident Manager - Process Owner</span>
:The Incident Manager is responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
:The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the respective reporting.
:He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.  
:He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.  


;1st Level Support
;<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 (2nd Level Support).
: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 Service Requests and keeps users informed about their Incidents' status at agreed intervals.  
:1st Level Support also processes [[Request Fulfilment#Service Request|Service Requests]] and keeps users informed about their Incidents' status at agreed intervals.  


;Service Request Fulfilment Group
;<span id="Service Request Fulfilment Group">Service Request Fulfilment Group</span>
:Service Request Fulfilment Groups specialize on the fulfilment of certain types of Service Requests.
:Service Request Fulfilment Groups specialize on the fulfillment 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.


<p>&nbsp;</p>
{| border="1" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
|-
| valign="top"  colspan="4" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Request Fulfilment'''
|-
!  width="40%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process
! style="background:#ffffee;" | [[Request Fulfilment#Incident Manager|Incident Manager]]
! style="background:#ffffee;" | [[Request Fulfilment#1st Level Support|1st Level Support]]
! style="background:#ffffee;" | [[Request Fulfilment#Service Request Fulfilment Group|Service Request Fulfilment Group]]
|-
| align="left" |[[#Request Fulfilment Support|Request Fulfilment Support]]
| A[[Request Fulfilment#Accountable|<small>[1]</small>]]R[[Request Fulfilment#Responsible|<small>[2]</small>]]
|
|
|-
| align="left" |[[#Request Fulfilment Logging|Request Logging and Categorization]]
| A
| R
|
|-
| align="left" |[[#Request Fulfilment Model|Request Model Execution]]
| A
| R
| R
|-
| align="left" |[[#Request Fulfilment Escalation|Request Monitoring and Escalation]]
| AR
| R
|
|-
| align="left" |[[#Request Fulfilment Evaluation|Request Closure and Evaluation]]
| A
| R
|
|-
|}
<p>&nbsp;</p>
'''Remarks'''
<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>


<i><small>[[Main Page|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Operation|Service Operation]] > [[Request Fulfilment|Request Fulfilment]]</small></i>
<p>&nbsp;</p>


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Revision as of 16:37, 16 October 2011

<seo metakeywords="request fulfilment, request fulfillment, itil request fulfilment, itil request fulfillment" metadescription="Request Fulfilment: ITIL process definition - Sub-processes - Terms - Additional information on Request Fulfilment." />

DE - ES - Request Fulfilmentdiese Seite auf Deutschesta página en español
DE - ES - Request Fulfilment


 

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: Service Operation

Process Owner: Incident Manager

 

ITIL Request Fulfilment

Request Fulfilment Process

Request Fulfilment was added as a new process to ITIL V3 (ITIL 2007) with the aim to have a dedicated process dealing with Service Requests.

Request Fulfilment ITIL
ITIL Request Fulfilment

This was motivated by a clear distinction in ITIL V3 between Incidents (Service Interruptions) and Service Requests (standard requests from users, e.g. password resets).

In ITIL 2011, Request Fulfilment has been completely revised.

To reflect the latest guidance Request Fulfilment now consists of five sub-processes, to provide a detailed description of all activities and decision points.

Request Fulfilment now contains interfaces

  • 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.

A clearer explanation of the information that describes a Service Request and its life cycle has been added.

The concept of Service Request Models is explained in more detail.

 

These are the ITIL Request Fulfilment sub-processes:

 

Request Fulfilment Support
Process Objective: To provide and maintain the tools, processes, skills and rules for an effective and efficient handling of Service Requests.
Request Logging and Categorization
Process Objective: To record and categorize the Service Request with appropriate diligence and check the requester's authorization to submit the request, in order to facilitate a swift and effective processing.
Request Model Execution
Process Objective: To process a Service Request within the agreed time schedule.
Request Monitoring and Escalation
Process Objective: To continuously monitor the processing status of outstanding Service Requests, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.
Request Closure and Evaluation
Process Objective: To submit the Request Record to a final quality control before it is closed. The aim is to make sure that the Service Request is actually processed and that all information required to describe the request's life-cycle is supplied in sufficient detail. In addition to this, findings from the processing of the request are to be recorded for future use.

 

Downloads

Use the following links to open the process overview of Request Fulfilment showing the most important interfaces:

 

ITIL Terms

Service Request
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.
Service Request Model
A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category).
Service Request Record
A record containing all details of a Service Request. 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.
Service Request Status Information
A message containing the present status of a Service Request, usually sent to a user who earlier requested a service.

 

ITIL Roles

Incident Manager - Process Owner
The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the respective reporting.
He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
1st Level Support
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 (2nd Level Support).
1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.
Service Request Fulfilment Group
Service Request Fulfilment Groups specialize on the fulfillment of certain types of Service Requests.
Typically, 1st Level Support will process simpler requests, while others are forwarded to the specialized Fulfilment Groups.

 

Responsibility Matrix: ITIL Request Fulfilment
ITIL Role / Sub-Process Incident Manager 1st Level Support Service Request Fulfilment Group
Request Fulfilment Support A[1]R[2]
Request Logging and Categorization A R
Request Model Execution A R R
Request Monitoring and Escalation AR R
Request Closure and Evaluation A R

 

Remarks

[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Request Fulfilment process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Request Fulfilment.

 

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