| Activity: 03.02 - Receive Service Request |
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| Once the service request is raised by a User, details of the same must be captured, recorded and validated. |
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Relationships
Description
Service requests is the generic term used for the User demands raised to the IT service provider. A wide variety of
requests can be received from Users. These requests can be in these forms of requests for information or procurement
requests or small changes or upgrades. Generally, these requests are low risk, low cost, frequently occurring and are of
large scale.
Service request can be raised by a User using one of the available channels like phone call, email, self-logging, etc. All
attributes related to the nature of the service request should be recorded, including categorization and prioritization.
The Service Request Handler should validate if the service request is in the agreed list of service requests as per service
catalog and acknowledge the same.
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