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What is service request management in ITSM?

You, me, everyone. As users, we often require support from our service providers to make the most of what we pay for-be it request for upgrading your supermarket membership, registering a complaint about spotty wifi, installing a new workstation, password resets, or asking for a refund from an e-commerce platform. This results in IT teams receiving a wide variety of customer requests every day, and these are classified as service requests by the Information Technology Infrastructure Library (ITIL).

Service request management in ITSM triggers a service action that has been agreed as a normal part of service delivery, in contrast to a failure or degradation of service (treated as incidents). Service request management process in ITSM is predictable and entails meticulous planning, testing, resource allocation, and optimization of the service request procedures.

An overview of the service request management process:

  • Customer requests help from the service portal
  • Service request is allotted to a service desk agent from the IT service team
  • Assessment and approval initiated by the service request management team
  • Designated service desk agent works to fulfil the service request
  • Agent closes the ticket post resolution.

Difference between service request vs incident management

Service Request Incident Management
A user-initiated request for
information or advice. Eg: resetting
a password or configuring
a new laptop.
An unplanned disruption to an IT service. Eg: Server crashing.
Resolution is not urgent and can be scheduled later Demands immediate resolution
User has the option to access knowledge bases and FAQs to
solve the problem at hand
Agent intervention is a must

Here’s how Jira Service Management helps teams nail the service request management game:

  • Service desk simplified: Showcase your services through a crystal-clear, intuitive portal that makes it easy for team members as well as customers to get help quicker.
  • Request queues streamlined: Assimilate requests from mail, chat tools, your service desk or other channels. Configure queues to track, triage, and assign incoming requests. Take advantage of Jira Service Management’s bulk ticket actions and machine learning to categorize similar tickets and make it easy to classify service requests, incidents, problems or changes.
  • Feel empowered with self-service features-Harness the benefits of Confluence- the knowledge base that surfaces relevant articles to deflect requests.
  • Service Level Agreements (SLAs) sorted- Set as many SLA policies as needed to keep track of deadlines based on elapsed time or request categories.
  • Insightful reports and metrics-Customer satisfaction reports and dashboards built to better understand your customers and enhance the quality of service with a built-in tool for feedback collection.
  • Advanced forms-Leverage Proforma’s no-code/low-code form builder and provide dynamic forms that only surface the relevant fields to your employees.
  • Slack and Microsoft Teams support-Thanks to Halp, you can create a two-way sync between conversations in Slack or Microsoft Teams and your Jira Service Management tickets. This is designed to reduce information gaps for employees and agents.
Piyasi Mitra

Piyasi Mitra

Piyasi Mitra is a Journalist, Features Writer & Copy Editor with a penchant for both reporting a story as well as telling a story. She has explored different areas of journalism (features, supplements, pullouts, magazines, coffee table books) in her career at The Times of India & ABP, and is currently exploring content creation in the digital space as Trundl’s Content Writer.

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