Simple requests like request for information, or the standard pre-approved changes like procurement requests are usually
fulfilled by the Service Request Handler by referring to the standard operating procedures and knowledge database. If there
is service request which cannot be addressed by the Service Request Handler, it is passed on to the respective resolver
group. Resolver groups may include a wide range of fulfillment teams like hardware team, network team or the software
development team, etc. These could be internal as well as third party stakeholders.
All information gathered on the service request should be passed on to the respective Service Request Resolver. Status of
the service request should be updated, and the User should be kept informed on the assignment to next level, timelines, and
expectations (set in line with SLA). If the service request is assigned to incorrect resolver group or service request is
swapped between multiple resolver groups, the Request Fulfillment Manager must be informed who in turn should ensure that
it is assigned to the appropriate Service Request Resolver.
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