Activity: 03.05 - Manage Service Requests And Actions

The Request Fulfillment Manager must monitor, control, and coordinate day-to-day execution of the Request Fulfillment process. The Request Fulfillment Manager must monitor the service requests backlog and take actions to ensure timely closure of the requests. Random review of closed service requests must be performed to check if the service request fulfillment execution follows the defined procedures and are within SLA. The Request Fulfillment Manager must check if there is enough communication about the progress of service request during its life cycle to the User and other stakeholders. Service requests which are open since long, should be followed up for closure. On a regular basis a consolidated list of actions must be produced by the Request Fulfillment Manager. It is essential that these actions are not lost and the progress is carefully monitored. Any actions pending for long should be followed up by the Request Fulfillment Manager. Complaints raised by the User, if any, should be handled and addressed in guidance of Request Fulfillment Manager.