Capturing and assessing the Request Fulfillment measurements help to identify gaps in the performance of the service request. This helps to understand the efficiency and effectiveness of the Request Fulfillment process. The variance between the actual and planned performance should identified. Whenever the performance of service request is not as planned, the Request Fulfillment Manager must conduct a root cause analysis and identify corrective actions for the same.

The Request Fulfillment Manager creates the Request Fulfillment Report as per the defined frequency and guidelines. This report consists of the actual versus agreed performance of the process. The report may also contain internal as well as all Client service measurements and corrective actions for those measurements which do not meet the service level. This report will be also shared with the respective stakeholders.

Examples of measures used for Request Fulfillment process include:

• The total number of service requests received in a duration (month)
• Service requests count or percentage at each status (Open, resolved, on hold etc.)
• Percentage of service requests completed within SLA
• Average cost per type of service request
• Level of client satisfaction for each type of service request
• Outstanding service requests.