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- IT Service Management
- Process
- Request fulfilment
Request fulfilment
A request names who wants work done, which service it concerns and when it is due. The desk follows status from submission through decision, work in progress and completion. The completion workflow applies the final transition when the request work is finished.
Step by step
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Submit Service Desk Agent
Service Desk Agent records request type, requester, service and due date.
- Identifies the request and its due date
- Updates Service requests, People, Services
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Review Service Desk Agent
Service Desk Agent checks scope and moves the request to approved or rejected.
- Records whether the work may proceed
- Updates Service requests
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Work Service Desk Agent
Service Desk Agent follows approved work while it is in progress.
- Follows fulfilment and any equipment custody
- Updates Service requests, Assets, Asset assignments
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Complete Service Desk Agent
Service Desk Agent records the completion date and checks the delivered result.
- Records the completed outcome
- Updates Service requests
Who does what
Roles and permissions- Service Desk Agent
- Handles the request decision and working record; Admin maintains related people, services and assets.
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