Definitions & Scope

Request Fulfillment is responsible for handling all Service Requests. The term Service Request is used as a general description for different types of requests which users submit to GS & IT.

Request Fulfillment covers the entire scope of possible requests and demands submitted by users, the only exception being Incidents which are handled by Incident Management.

The goal of Request Fulfillment is to provide quick and effective access to standard services in order to enable users to improve their productivity by using a standardized, repeatable and formalized process.

The Request Fulfillment process design is characterized by the following challenges:

• standardized collection and documentation of information
• correct and consistent classification and dispatching of Service Requests
• monitoring and tracking of Service Requests and ensuring that Requests are fulfilled according to deadline
• further issues (e.g. escalation, automation, involvement of the right and exclusion of the wrong people)