Service Requests

[Euan]

Can anyone tell me how their organisation handles service requests from users and which ITIL processes (if any) they pass through. For example, what if a user wants a new PC? Do you have a process for that? Does it pass through any ITIL process apart from Asset & Inventory or the CMDB? What about password resets or requests to move desktop equipment from one location to another?

[mcardinal]

Best practices places that within Incident Management. It is categorized as a request for service. You are effectively provisiong a service to a new user by providing them a new desktop. It is important, however, that the services (in this case desktop) is active with an SLA in place and is guaranteed to the customer segment to which the user belongs. Otherwise it is a request to create a new service and must go through service design (detailed in the App Magmt, Planning to Implement, and Business Perspective books).

Service Provisioning is the connection point between Asset & Service Management.

Hope this helps

Michael