Service Requests

A service request is a named piece of work for a requester and a service. The Service Desk Agent can see when it was requested, when it is due and when it was completed. Its status distinguishes a newly submitted item from approved work, work in progress, a completed request or a rejection. That is useful for access, equipment or another request type the team agrees to handle, provided the request type is recorded clearly.

The request queue gives the desk a place to check active work. A request should be understood before it is approved. The Service Desk Agent records the decision in the request status and follows the item through completion. When service request work is completed, its status moves to completed.

• Intake. Record the request type, requester, service and requested date so the receiving team knows what is being asked.
• Decision. Review the request and set its status to approved or rejected according to the team’s authority.
• Fulfilment. Track work in progress against the due date and enter completion time when it is done.

Decide which request types the desk accepts and who may approve each one. A standard equipment request may have a different owner from a request to change a shared service. Agree the due date rule before the queue becomes operational, and make sure requesters are represented in the people directory. The service link should point to the service being requested or affected, not merely the team that received it.

The request record can stand beside provisioning or asset assignment records where that work applies. Keep those records tied to their actual service and person. A request marked completed should mean the work was delivered, not just handed to another group.

A colleague requests a device for a service. The Service Desk Agent enters the request type, requester, service, requested date and due date. A Service Desk Agent authorized to decide requests reviews it and moves the request to approved. The desk follows the work while it is in progress. If an asset is assigned, the asset register shows its current status and the assignment record names the custodian and assignment date.

At completion, the agent records the completed time and checks that the requester can identify what was delivered. If the work cannot be accepted, use rejected rather than leaving a submitted request open indefinitely. Compare the completion time with the due date during the next queue review.

• Active Service Requests — Submitted, approved and in-progress requests in one working queue.
• Request queue — Requests across submitted, approved, completed and rejected states.

Use the request fulfilment path to rehearse intake, decision and completion. Review asset work when the request ends with a device assignment.