Service Request Fulfilment Groups specialize on the fulfilment of certain types of Service Requests.1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. ![]() If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ( 2nd Level Support). The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels. The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the respective reporting.Status information is typically provided to users at various points during a Service Request's lifecycle. A message containing the present status of a Service Request sent to a user who earlier reported requested a service.Service Requests are formal requests from a user for something to be provided – for example, a request for information or advice to reset a password or to install a workstation for a new user. A record containing all details of a Service Request.A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category).The details of a Request for Service are recorded by Request Fulfilment in a Service Request Record. A formal request from a user for something to be provided – for example, a request for information or advice to reset a password or to install a workstation for a new user.The following ITIL terms and acronyms ( information objects) are used in the Request Fulfilment process to represent process outputs and inputs: In addition to this, findings from the processing of the request are to be recorded for future use. The aim is to make sure that the Service Request is actually processed and that all information required to describe the request's life-cycle is supplied in sufficient detail. Process Objective: To submit the Request Record to a final quality control before it is closed.Process Objective: To continuously monitor the processing status of outstanding Service Requests, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.Process Objective: To process a Service Request within the agreed time schedule.Process Objective: To record and categorize the Service Request with appropriate diligence and check the requester's authorization to submit the request, in order to facilitate a swift and effective processing.Process Objective: To provide and maintain the tools, processes, skills and rules for an effective and efficient handling of Service Requests. ![]() The change can be executed without prior approval from the Change Manager because no customers are affected by the change.These are the ITIL Request Fulfilment sub-processes and their process objectives: The Change Manager can authorize this RFC. There is little impact on current services because no customers are affected as a result of the change. The Change Manager seeks advice on authorization and planning. The RFC must be discussed in the CAB meeting and approved by the Change Manager. There is clear service impact because at least one customer is affected by the change. The Change Manager seeks advice on change authorization and planning. The RFC must be discussed in the Change Advisory Board (CAB) meeting and approved by the Change Manager. Management is involved in the decision process. ![]() Considerable human and technical resources are needed. There is significant business service impact because multiple customers are affected by the change.
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