Task: Update And Close Service Request
Before the service request is closed, it is important to update the solution and all other details of the service request, so that complete history of the service request is available.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description
    The Service Request Handler after implementing the fulfillment steps must inform the User about the resolution and obtain confirmation. If the User is not satisfied with the solution, the service request must be reverted to the “Fulfill Service Request” task. In case the resolution is satisfactory, the service request can be processed for closure.

    If the service request is resolved by a different resolver group or a specialist group, they must refer the service request back to the Service Request Handler for the closure. The Service Request Handler should then co-ordinate with the User for confirmation of the resolution.

    The Service Request Handler must also verify if the categorization of the service request and update the same, if required. All details of Service Request Record must be fully documented and complete, so that complete history of the service request is available and can be used for future reference. In some cases, financial management may need to be notified if any cost is incurred to fulfill the service request or if the User needs to be billed for the service request. The Service Request Handler must close the Service Request Record in the IT Service Management tool.