| Task: Validate Service Request |
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| Before processing the service request any further, the Service Request Handler must ensure the service request is valid, and also verify the priority and category selected for the same. |
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Relationships
| Roles | Primary Performer:
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| Outputs |
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| Process Usage |
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Main Description
The Service Request Handler must acknowledge the service request and validate if it is in the pre-approved/agreed list of
service requests. If the service request raised by the User is an incident or request for new or changed service, the User
is informed that the service request is not valid. Such requests are the handled via respective process like Incident
Management or Change Management.
Once it is confirmed that the service request raised by User is valid, important attributes like categorization and
prioritization should be validated by Service Request Handler. Service request can be categorized with respect to the
domain or area of function in which the request is raised. Prioritization is based on urgency (how quickly the request
needs to be fulfilled for the business) and impact (impact it is causing on business). The Service Request Handler must
acknowledge the service request as per SLA and the User must be informed on the status of the request.
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