Task: Understand Request Fulfillment Requirements
To begin with, the Request Fulfillment Manager must seek clarity on the scope and requirements for Request Fulfillment. Also, the specific aspects of service requests, which differ from an incident, must also be understood.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description
    During the initiation of Request Fulfillment process, it is necessary to have a good understanding of commitments made to Client. The Request Fulfillment Manager, along with Engagement Manager, must understand the scope of Request Fulfillment, proposed delivery approach to handle the service requests and Client expectations related to Request Fulfillment.

    At times incidents and requests raised by Users, may be collectively grouped together as requests under Request Fulfillment or vice versa. Due to this, the actual focus required on incidents may be lost while trying to address the service request. The Request Fulfillment Manager must therefore understand parameters which clearly differentiate a service request from an incident.

    The Request Fulfillment Manager must also review the client’s service catalogue to understand the predefined list of service requests that need to be addressed through this process. The Request Fulfillment Manager must take note of the assumptions, risks and issues with the Request Fulfillment process. Key performance indicators, measurements and current baselines must be understood. Any information or documentation already available on Request Fulfillment process should be gathered and reviewed. Examples of this would be existing policies, standard operating procedures, workload information, work instructions, metric reports, etc. These can be useful while planning for and establishing procedures for Request Fulfillment for the engagement.