Service Request Management is a key part of IT Service Management (ITSM) that helps streamline day-to-day IT tasks. It focuses on handling routine user requests—like password resets, software access, or hardware upgrades—in a smooth and timely way. Efficient Service Request Management ensures that employees get the support they need without delays, helping IT teams stay organized and users stay productive. This guide explains what Service Request Management is, how it works, and why it plays such an important role in delivering quality IT services within any organization.
What is Service Request Management?
ITSM Service Request Management is the process of handling routine user requests in a structured and timely way. Unlike incidents (unexpected issues) or problems (underlying causes), service request management deals with standard tasks like password resets, access to software, hardware upgrades, or account setup. These requests are predictable and follow a set process. It plays a key role in delivering consistent IT support, reducing delays, and improving the overall user experience within an ITSM framework.
Key Objectives of ITSM Service Request Management
A clear and efficient ITSM service request process helps IT teams manage daily user needs more effectively. These key goals ensure smoother operations and better user support.
- Provide standardized responses to repetitive user needs
ITSM request management ensures every routine request—like password resets or access permissions—is handled the same way each time. - Reduce the workload on IT teams through automation and self-service
With automation and self-service portals, users can solve simple issues on their own, saving IT teams valuable time. - Improve turnaround time and request fulfilment accuracy
Clear workflows and predefined steps in ITSM service management help fulfil requests faster and with fewer errors. - Track and document requests for transparency and improvement
Every request is recorded and tracked, making it easier to review trends, spot gaps, and improve future service delivery.
The Service Request Management Process
A structured ITSM service request process ensures every user request is handled quickly and correctly. Here’s a step-by-step look at how the service request management process typically works in ITSM.
- Request Submission – via portal, email, or chatbot
Users can submit requests using self-service portals, emails, or chatbots, making the process simple and accessible. - Categorization and Logging – based on request type and priority
Each request is logged and categorized, helping teams prioritize and assign it to the right workflow. - Approval Workflow (if needed) – for items like software licenses or access
Some requests, such as software or admin access, go through an approval process before being fulfilled. - Request Fulfilment – assigned to the relevant team or automated
Approved requests are sent to the right team or handled automatically for faster turnaround. - Closure and Feedback Collection – mark complete and request user confirmation
Once fulfilled, the request is closed, and the user is asked for feedback to ensure satisfaction and improve future service. - Support IT governance and compliance through consistent handling
Following a consistent ITSM service request process helps meet policy requirements and maintain regulatory compliance across all operations.
Service Request vs. Incident Management
In IT operations, it’s important to understand the difference between a service request and an incident. While both are handled through ITSM Service Request Management, they serve very different purposes. A service request is a user’s need for something new, like software or hardware. An incident is when something that was working suddenly stops, like a system crash or network outage.
| Aspect | Service Request Management | Incident Management |
| Purpose | To fulfil a user request for a service or resource | To fix something that’s broken or not working |
| Examples | Requesting new software, password reset, access to shared folder | Email service down, printer not working, application crashing |
| Impact Level | Usually low or planned | Can be high and urgent |
| Handled by | ITSM Service Request Management team or self-service tools | IT support or incident response team |
| Need for Approval | Sometimes required (e.g., for licenses or hardware) | Generally not needed—handled immediately |
| Resolution Process | Follows a predefined fulfilment workflow | Involves troubleshooting and root cause analysis |
Both processes are essential parts of ITSM Service Management, helping teams ensure smooth IT operations and fast response to user needs and issues.
Benefits of an Efficient Service Request Management System
A well-structured service request management system helps IT teams handle user needs more effectively and with less effort. It brings both speed and clarity to daily support tasks.
- Increased IT team productivity through automation
Automation of routine IT service request tasks allows teams to focus on more important issues and reduces manual workload.
- Improved user experience with faster request fulfilment
When requests are resolved quickly and smoothly, users feel more supported and satisfied.
- Higher visibility into IT operations and request patterns
Tracking requests gives IT teams useful data to understand trends and improve their services over time.
- Better prioritization and resource allocation
Clear request types and workflows help assign tasks based on urgency, saving time and resources.
- Enhanced compliance with audit-ready logs and processes
Every service request is logged and tracked, supporting audits and ensuring policy compliance.
Tools That Support ITSM Service Request Management
Choosing the right tools is key to running a smooth and scalable IT service request system. These tools offer features to simplify the entire request process.
- ServiceNow: Offers strong automation, workflows, and reporting tools for handling complex service request management needs.
- Jira Service Management: Easy to use with strong integration features, ideal for both technical and business service requests.
- BMC Helix: A complete ITSM platform with AI-driven features to streamline request fulfilment and tracking.
- Freshservice: Great for mid-sized businesses, offering a user-friendly portal and efficient approval flows.
- Motadata: Provides unified monitoring, ticketing, and a self-service portal to handle IT service request operations.
- Features to look for: Make sure your tool has a request catalogue, self-service portal, approval workflows, SLA tracking, and strong reporting options.
Best Practices for Implementing Service Request Management
To get the most from your service request management system, it’s important to follow proven methods that keep users happy and IT teams efficient.
- Build a comprehensive and user-friendly service request catalogue
A clear and detailed catalogue helps users easily find and submit the right IT service request without confusion.
- Use automation for repetitive tasks
Tasks like password resets or email access should be automated to speed up fulfilment and reduce manual errors.
- Define clear SLAs for different request types
Service Level Agreements set clear expectations and help measure performance across request categories.
- Set up approval chains for sensitive or costly requests
For things like software purchases or system access, approvals add control and accountability.
- Empower users with a self-service portal and knowledge base
Self-service tools let users solve simple issues themselves, saving time for both users and support teams.
- Monitor metrics like request volume, resolution time, and user satisfaction
Tracking key data helps improve the service request management process and boost overall IT performance.
Conclusion
An organized and user-friendly Service Request Management system is essential for smooth IT operations. It helps IT teams respond to everyday requests faster, boosts user satisfaction, and improves overall efficiency. When backed by the right tools and best practices, it also supports better resource planning, visibility, and compliance.
At Infraon, we offer powerful solutions to simplify and streamline your Service Request Management process. From automation to self-service portals, Infraon helps your IT team deliver faster, more consistent support—exactly when your business needs it.
FAQ
Q1. What is a service request in ITSM?
A service request in ITSM refers to a user’s formal request for something standard, like access to software, a hardware upgrade, or password reset. These requests are routine, follow predefined processes, and are managed efficiently through the Service Request Management system in an ITSM framework.
Q2. How is service request management different from incident management?
Service Request Management handles planned, routine user needs, such as installing software. In contrast, incident management deals with unplanned issues like system outages or app crashes. Both are part of ITSM but serve different purposes—one fulfills requests, while the other restores broken services.
Q3. What are examples of common IT service requests?
Common IT service requests include resetting passwords, requesting new hardware or software, setting up email accounts, getting VPN access, or updating user permissions. These are standard, repetitive tasks that can often be automated or fulfilled using self-service tools within the ITSM system.
Q4. What tools can help with service request management?
Tools like ServiceNow, Jira Service Management, Freshservice, Motadata, and BMC Helix help manage Service Request Management. They offer features like request catalogs, approval workflows, SLA tracking, and self-service portals to ensure smooth and timely handling of user requests.
Q5. Why is a service catalogue important in request management?
A service catalogue lists all available IT services and request options in one place. It guides users to submit correct requests and helps IT teams process them efficiently. In Service Request Management, it ensures clarity, speeds up resolution, and reduces back-and-forth communication.
