Task: Receive And Log Service Request
The purpose of this task is to capture and record the new service requests received from the Client or User.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description

    A service request may be received in many ways. A User may contact the Service Request Handler to raise a service request through:

    • Automated request management tool
    • Email notification
    • Phone
    • Self-logging.

    The Service Request Handler should gather information from the User and create a Service Request Record in the Service Management tool. All information about the service request must be captured to maintain the complete history of service request. This information would be useful in analysis and resolution of the request. The service request details gathered would include:

    • Unique reference number
    • Request categorization (often broken down into sub-categories including which service the request is being asked for)
    • Request urgency
    • Request impact
    • Date/time recorded
    • Name/ID of the person and/or group making the request
    • Method of notification (telephone, web interface, RFC, email, in person etc.)
    • Name/department/phone/location of User
    • Budget center in case a charge is associated
    • User ‘hours of working’ (e.g. 9–5 weekdays)
    • Call-back method (telephone, mail etc.)
    • Description of request, accurate information of what has to be done exactly to deal with the service request.
    • Request status (in progress, waiting authorization, closed etc.)
    • Related configuration items
    • Support group/person to which the service request will be allocated
    • Fulfillment date and time
    • Closure date and time.

    The expectation in terms of implementation or target dates are also set in line with the SLA agreed with Client and documented.