Request Fulfilment
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ITIL Version: ITIL Version 3 (ITIL V3)
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.
Part of: Service Operation
Process Owner: Incident Manager
ITIL V3 vs. ITIL V2: Request Fulfilment
- Request Fulfilment was added as a new process to ITIL V3 with the aim to have a dedicated process dealing with Service Requests
- 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 V2, Service Requests were fulfilled by the Incident Management process
Sub-Processes of Request Fulfilment (ITIL V3)
- no sub-processes specified
Roles within Request Fulfilment (ITIL V3)
- Incident Manager (Process Owner)
- 1st Level Support
- Service Request Fulfilment Group
