Before fulfilling the service request, the Service Request Handler must check if approval (at any level) is required.
Standard changes are generally pre-approved and do not need any approval for fulfilling. The Service Request Handler must
use the approval criteria to assess the request for approval. He should check if the request is a ‘preferred list’ item and
is aligned with the business, technical strategy. If the service request raised by User is not in approved list of services
(or service catalog), it would need financial, business and technical approval.
Business approval must be taken when the service request does not conform to the service catalogue (approved list of
services), but a business case can be presented. Technical approval is required when the service request exceeds the
technology remit of the items listed within the service catalogue. Service Request Handler should also check if User has
sufficient rights to raise the request and if it is within budget. In some cases, further approvals, such as
compliance-related or wider business approvals, may be needed. In case approval to a service request is denied, it must be
returned to the user, stating the reason for rejection.
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