Service Request Management Process Playbook

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What is This Playbook? This is a Service Request Management Process Playbook that documents how IT teams should handle user requests for standard services. It provides step-by-step guidance from request intake through fulfillment and closure. What’s Included? • Service request process overview and objectives • Definitions and scope of service requests • Roles and responsibilities (requester, service desk, fulfillment teams) • Visual process flow diagrams • Categorization and prioritization guidelines • SOPs for common service requests • SLA and OLA definitions Who Should Use This Playbook? • IT service desk and support teams • IT operations and fulfillment managers • IT service managers overseeing request workflows • IT governance and compliance personnel • ITSM process owners and auditors Why This Playbook?Service request volumes can be high and varied; this playbook brings consistency to how requests are processed, prioritized, and delivered. It improves transparency, reduces errors, and supports meeting agreed-upon service levels. Show more