Service Request Management

Service request management deals with requests that are not incidents. These are routine, pre-approved requests like password resets, software installations, new user onboarding, or information queries. They follow pre-defined workflows and are typically fulfilled without requiring change authorisation. Effective service request management uses service catalogues and self-service portals to enable users to submit and track requests independently. Automation plays a major role — many common requests can be fulfilled automatically without human intervention. In ITIL® 5, this practice operates within the Deliver & Support activity and is closely linked to the service desk and service catalogue management.