It is essential to identify tools for managing the Request Fulfillment process effectively. The Request Fulfillment Manager
must understand the scope and expectations of the process and select tools to effectively handle service requests and
improve overall service quality and efficiency. Since many of the service requests are recurring in nature, it provides
great opportunity for automation. Tool which offers “Menu” type selection, allowing them to choose the service request from
pre-defined list, can be considered.
Many Users and Clients generally look for the needed information themselves, before approaching the service desk.
Therefore, it is recommended that tools considered for Request Fulfillment must provide easy access to knowledge base, with
easy to search knowledge base articles. Tools which deliver a self-service experience to Users, by making it easy to ask
for help and find answers, must be considered.
The tool selected for Request Fulfillment must be configured to suit the specific requirements of the engagement to handle
service requests as per defined process. The Request Fulfillment Tools must be setup in collaboration with the Service
Delivery Environment Supervision Manager.
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