Service Request

A service request is a formal request for a new service or access to something that is not currently available. Service requests can be made by employees, customers, or vendors.

Here are some examples of service requests

• Requesting a new laptop, Requesting access to a printer,
• Requesting an upgrade to a software application,
• Requesting information or advice.

Service requests can be submitted through a variety of methods, such as: email, phone, web form, social channel, and self-service portal. In most companies, service requests are processed by a help desk and then resolved by a support agent. The way a business manages service requests can have a direct impact on the efficiency of the team and the success of the business.

Some best practices for service request management include

• Prioritizing tickets using automation
• Storing solutions to recurring service requests in a knowledge base
• Creating a service catalog.
• Using dashboards and reports to manage the life cycle of service requests